Responsibilities

• 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
• Strong written and communication skills