Head of Customer Success

IF you believe that Humans and AI together is the future, then join the dream team that is building a people-first organisation.

 

Our client is a futuristic tech company that is using Data science and AI to help its customers improve their sales conversions faster, with accuracy, and at a feasible cost. They are a 150+ member team based out of Delhi and California, who have created 3 unique products and services that will help industries like Real Estate, Finance, Education, Healthcare, etc to leverage this technology and convert leads into customers efficiently.

 

Their products include features like unique data classification and workflow automation systems, Business management services, and Lead Engagement programs that work across geographies and are being used by their big-ticket customers - Tata, Walmart, Pearson, and Delhivery to name a few. They have recently raised a $5 Mn Series A funding, which is the effect of their massively innovative products that were maximizing profitability even during the pandemic. The founders are successful entrepreneurs,listed in the Forbes 30-under-30.

 

As a Head of Customer Success, you’ll be leading the customer success team driving key outcomes for our product which provides sales analytics to SMB real estate businesses in North American markets.

 

• Driving Customer Success Outcomes: Increasing renewals, reducing churn, identifying up-sell opportunities, influencing increased life-time-value through higher product adoption and customer health scores, and driving growth through increased advocacy and customer referenceability, for SMB customers.
• Leading the overall journey for Customer Success: Mapping the customer journey and developing interventions for each step, driving engagement with customer marketing, analyzing data and customer feedback, and continuously improving the customer experience.
• Managing Customer Success Activities such as onboarding, training, services, customer success management, support, account management, up-sells, and advocacy.
• Building and Leading a World Class Customer Success team: Recruiting, training, and managing high potential individuals including Customer Success Reps, Operations, and Support.
• Measuring the effectiveness of the Customer Success team with key goals, operational metrics, and outcomes for the team
• Technology and Systems for Effectiveness: Setting up systems and tools for managing customer relationships, tracking data, and improving referencability.
• Working Closely with customer stakeholders (Sales, Product, and Marketing) to establish a stronger customer relationship and experience
• Aligning with Product Marketing to market to existing customers and increasing engagement
• Aligning with Product Managers for driving product roadmap based on customer feedback and usage data
• Aligning with Sales for driving retention and up-sells by improving engagement and retention.

• You’ve at least had around 4-12 years in customer success roles
• Exp in SAAS, handled US market and minimum 2 yrs in team handling.
• You’ve preferably worked in SaaS, Ad-Tech, and/ or Analytics, selling to the US market
• You have strong customer empathy, a desire to drive revenue and business outcomes
• You drive outcomes through persuasion, negotiation and building consensus with external and internal stakeholders
• You’re a leader with the ability to inspire others and drive outcomes as a unit
• You have excellent communication and presentation skills
• You’re analytical and process-oriented, with the ability to make data-aware decisions
• You have a great understanding of SaaS business models and its value drivers