Key Responsibilities
1. Team Leadership & Mentoring (30%)
- Mentorship: Lead, mentor, and coach a team of [X] Customer Success Associates. Conduct weekly 1:1s to review pipeline, blockers, and personal development.
- Escalation Management: Act as the primary point of escalation for critical client issues that your team cannot resolve independently.
- Performance Tracking: Monitor team KPIs (Time-to-Value, NPS, Response Time) and provide constructive feedback to ensure targets are met.
2. Strategic Reporting & Analytics (30%)
- Executive Reporting: Own the generation of weekly and monthly CS reports for the leadership team. This includes tracking Churn Rate, Net Revenue Retention (NRR), and Customer Health Scores.
- Forecasting: Analyze usage data to predict potential churn risks and identify upsell opportunities for the upcoming quarter.
- QBR Preparation: Standardize the template and data requirements for Quarterly Business Reviews (QBRs) across the team to ensure consistency.
- Data Integrity: Maintain hygiene in our CRM/CS Platform, ensuring all client interactions and health metrics are logged accurately.
3. Client Management (40%)
- Portfolio Management: Directly manage a portfolio of our High-Value/Enterprise clients, ensuring they achieve their desired business outcomes.
- Lifecycle Management: Oversee the end-to-end client journey for your accounts—from onboarding and training to renewal and expansion.
- Advocacy: Act as the Voice of the Customer (VoC) internally, collaborating with Product and Sales teams to prioritize features that reduce churn.
🎓 What We Are Looking For
- Experience: 5+ years in B2B SaaS Customer Success or Account Management, with at least 1 year of experience mentoring or leading a team.
- Data Proficiency: You love Excel/Google Sheets. You are comfortable using Pivot Tables and Lookups to crunch numbers and derive insights. (Experience with Tableau/PowerBI is a strong plus).
- Storytelling with Data: You don't just send a spreadsheet; you can look at the numbers and explain why a customer is at risk or where the expansion opportunity lies.
- Communication: Executive-level presence. You can command a room during a QBR and handle difficult conversations with unhappy clients.
Shubham Vishwakarma
Full Stack Developer - Averlon
About LogIQ Labs Pvt.Ltd.
About
]eShipz: Simplifying Global Shipping for Businesses: At eShipz, we are revolutionizing how businesses manage their shipping processes. Our platform is designed to offer seamless multi-carrier integration, enabling businesses of all sizes to ship effortlessly across the globe. Whether you're an e-commerce brand, a manufacturer, or a logistics provider, eShipz helps streamline your supply chain with real-time tracking, automated shipping labels, cost-effective shipping rates, and comprehensive reporting.
Our goal is to empower businesses by simplifying logistics, reducing shipping costs, and improving operational efficiency. With an easy-to-use dashboard and a dedicated support team, eShipz ensures that you focus on scaling your business while we handle your shipping needs.
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Full Stack Developer - Averlon