Key Responsibilities:

- Develop Customer Success Strategies : Collaborate with the creative team to maintain and evolve customer success strategies and best practices.

- Senior Management Communication : Effectively communicate with internal and external senior-level management to understand customer needs, enhance retention and growth strategies, and share key insights and learnings.

- Metrics Maintenance : Manage and maintain existing customer success metrics and data as directed by leadership.

- Client Collaboration : Collaborate with team members to strategize and problem-solve upcoming client meetings, ensuring alignment with customer success goals.

- Campaign Performance Analysis : Prepare documentation and visuals to demonstrate campaign performance to clients; analyze trends to identify areas for improvement.

- Customer References and Case Studies : Partner with sales and marketing teams to secure customer references and develop compelling case studies.

- Customer Experience Improvement : Review customer complaints and concerns, proactively seeking opportunities to enhance the overall customer experience.

- Brand Advocacy : Cultivate an enthusiastic customer base and identify brand ambassadors to amplify product benefits and value.

- Product Demonstrations : Conduct product demonstrations to showcase features and benefits for customers.

- Onboarding Process Improvement : Enhance onboarding processes to ensure seamless customer integration and satisfaction.

- Cross-Promotion Initiatives : Develop and execute reciprocal cross-promotion programs with business partners on social media platforms and coordinate online reviews to benefit both businesses mutually.

Required Skills :

- Bachelor's degree in Business Administration, Marketing, Communications, Information Technology, or a related field.

- Master's Degree in Business Administration is a plus.

- 3-7 years of experience in customer success, account management, sales, or related roles within the B2B SaaS industry.

- Proven track record of managing client relationships and driving customer success in a fast-paced, dynamic environment.

- Strong understanding of SaaS business models and familiarity with CRM software (e.g., Salesforce, HubSpot) and project management tools.

- Excellent verbal and written communication skills, with the ability to articulate complex concepts clearly and effectively.

- Analytical mindset with the ability to interpret data and make data-driven decisions to optimize customer outcomes.

- Demonstrated ability to collaborate and influence cross-functional teams to achieve customer success goals