Focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements.
Driving customer lifetime value by defining the customer journey; deploying programs to help drive business value with customers, customer goal achievement, new features, and new use-cases.
Collaborating across cross-functional teams to identify and pursue customer growth opportunities
Partnering very closely with our sales teams to engage with leaders at prospective customers and existing customers to define goals and leverage our products and services to achieve them.
Reduce churn and drive new business growth through greater advocacy and references
Lead and mentor the existing Customer Success teams and help them hit their annual targets for renewals, upsells and references
Build processes for scale and augment productivity of the CS organization
Requirements
A minimum 10 years of overall work experience in the B2B enterprise domain with at least 3 years of experience in managing a team
Exposure to the US region is a must
Experience of managing cross border teams
Process and technology-driven and extensive exposure to automation
Ability to manage both at the strategic and operational levels
Exceptional project and stakeholder management skills
