Customer Success Manager

Given our business model, where our customers pay us over time, Customer Success is absolutely vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service. As such, we need a senior executive to own driving success for our customers. This role includes responsibilities for Customer Success activities (e. g., onboarding, support, services, adoption, advocacy, retention, etc. ) and outcomes (e. g., renewals, up-sell, etc. ).

Responsibilities
• Drive Customer Success Outcomes
• Increase renewal rates and reduce churn
• Expand our revenue in accounts through cross-sell and up-sell
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Drive new business growth through greater advocacy and reference-ability
• Understand customer outcomes by communicating with customers, analyse customer health metrics, run NPS and gather other feedback via Intercom
• Represent the voice of the customer to provide input into every core product, marketing and sales process
• Collaborate closely with team members support renewals and expansion opportunities
• Serve as the primary contact for the on boarding of new customers, the training of platform end users, as well as post go-live support
• Collaborate with the engineering and development team to set up or configure our software platform as per customers' requirements and troubleshoot technical issues raised by customers
• Gauge customers' levels of engagement with the company and provide feedback to the other teams regarding product and service improvements
• Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
• Being the main point of contact between the company and a number of named enterprise accounts
• Define and Optimize Customer Lifecycle:
• Map customer journey
• Develop listening points in journey (e. g., usage, satisfaction, etc. )
• Standardize interventions for each point in journey
• Define segmentation of customer base and varying strategies
• Identify opportunities for continuous improvement
• Learn from best practices in industry
• Manage Customer Success Activities:
• Onboarding
• Training
• Professional Services
• Customer Support
• Customer Success Management
• Renewals
• Cross-sell / Up-sell/ Outbound
• Advocacy
• Enhance Effectiveness and Efficiency Through Technology:
• Support systems
• Customer marketing software
• Reference and advocacy solutions
• Customer Success Management platform
• Inspire Customer Success Across Company:
• Create a company-wide culture of Customer Success
• Align with Marketing around marketing to existing clients
• Align with Product around driving product roadmap
• Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
• Align with Executive Team around key metrics and objectives
• Drive company-wide definition of ideal customer
• Create a company-wide customer feedback loop

Requiremnets
• Must be comfortable in working in US Shift timings (6pm - 4:30 am).
• Experience in leading customer-facing organizations
• Ability to manage influence through persuasion, negotiation, and consensus building
• Ideally combined background of post-sale and sales experience
• Strong empathy for customers AND passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• An enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills
• Relevant Bachelor's degree; preference for computer science or related degrees