Customer Success Manager - Customer Happiness

This is a remote position.

The Manager Customer Success will work closely with the Team Leads - Customer Success/support to improve the overall customer experience and to enhance the working of the internal team members. He/She will be reporting to the Senior Manager - Customer Support and mainly work with them to improve the c-sat score and NPS of the existing clients.

Key Responsibility Area

• Lead the Customer Success Happiness function by training, engaging and developing your team
• Manage the daily activities of Team Leads and below.
• Working on new strategies to improve the overall customer experience, and NPS score.
• Responsible for the overall functioning of the processes including onboarding, feedbacks, ticket response time etc
• Coordinating with the marketing department to strategize ways to increase post-sales interactions with clients.
• Interacting with the Sales team to work on inter-departmental challenges

Key Performance Indicators

• To increase the count of references to 100% per CSM within 6 months
• To reduce the percentage of churn rate to 30% of present churn rate and maintain the same for subsequent months within a year.
• To increase the MRR of the non enterprise clients to 20%
• To increase the product usage

Requirements

• Postgraduate in MBA.
• A customer-focused mindset, putting the customer experience first in every action you take
• Exceptional account management and customer service skills backed up with excellent written and verbal communication skills
• Has been in the leadership role of the similar profile from past 7-10 years
• Experience working in a B2B SaaS based Organisation
• Technically proficient
• Excellent listening skills
• Ability to effectively communicate at all levels of the organization.
• Excellent problem-solving skills
• Extremely process-oriented
• Experience leading, coaching, and empowering your team to do their best work