Xoxoday - Manager - Customer Success

Location - Xoxoday Head Office, Bangalore (HSR Layout)

The Manager of Customer Success is responsible for setting our Customer Success and Customer Support strategy and building and motivating a high-performing team to ensure that Xoxoday delivers beyond its customer's expectations.

With revenue and customer numbers continuing to grow year-on-year, we are looking for a customer-focused leader to develop our Customer Success philosophy, build a team from the ground-up and lead from the front by working with some of our most strategic customers. Working collaboratively across all areas of the business, you'll inspire and grow a team to create amazing customer experiences across all aspects of the customer journey. You will take a metric-driven approach to owning and reporting on key customer health metrics.

We- re looking for someone who enjoys working in a fast-paced, sometimes unstructured environment where personal accountability is valued.

What you'll be doing:

- Set the overall vision and strategic plan to maximize customer success and deliver customer support.

- Recruit, nurture and motivate a highly engaged, high-performing customer success and support team.

- Lead by example; you'll inspire your team to foster strong relationships with their customers, giving them the tools and skills to exceed customer expectations.

- Creating customer specific account development plans

- Building high touch, consultative and strong relationships with our most strategic customers through regular and open communications

- Delivering expertise, education, and guidance to customers as they craft and deliver their crypto-related risk and compliance strategies.

- Understanding the intricacies of our products, services and partners thoroughly to leverage as needed to meet our customer's needs.

- Sharing ideas and feedback on trends including competitor insights, customer needs, sales, product and marketing information and acting as the voice of the customer internally

- Translate business goals into key objectives and metrics for your team. Identify, track and analyze key metrics, including product usage, SLA resolution, Average Revenue Per Account, NPS, and Churn Rate to drive delivery of the customer success strategy.

- Develop customer segmentation and support approaches that are aligned to various customer type/size/potential scenarios. Deploy tech-focused customer success tools to maintain efficient customer acquisition and onboarding.

- Create and deliver customer implementation plans to accelerate time-to-value for customer and reduce onboarding friction.

- Deliver ongoing customer support, responding to customer queries and coordinating across the various Elliptic teams to solve their problems in line with agreed SLAs.

- Support the Product team with new feature roll outs, including training of customers, drafting client communications, implementing training tools etc.

- Actively contribute towards market development work, such as working with marketing and community teams to create high quality collateral/content and driving engagement at events.

What you need to succeed in this role:

- Have done this before! You- ve most likely been a Head of Customer Success in another fast-growing SaaS startup, and know what it takes to build a brilliant team from scratch.

- Experience required 5+ years in Saas or product based startup.

- Are an independent, high-achieving individual, able to stand out in an entrepreneurial environment and excel through self-motivation and personal drive.

- Have a track record of building the systems and processes to ensure we can deliver the same great experience to all of our customers.

- Have a passion for problem solving and are goal-oriented.

- You are a listener with an exceptionally high EQ and the ability to empathize with your customer's problems.

- Know how startups work and you have an interest in technology.

- Are a proactive doer. embody proactivity, with a can-do roll-your-sleeves-up attitude, and don- t wait around to be told what to do!

- You are a culture leader, bring a sense of humor to your work, and have high energy and drive.

Benefits of joining us:

- Ability to join a small and growing team, and work with some of the coolest people you've ever met

- Opportunity to make an impact, and leave your mark on this organization

- Competitive compensation, with ability to shape your own career trajectory

- Go Extra Mile with Learning and Development