AVP - Customer Success North America (EST Timings)

Timings : 5:30 PM - 2:30 AM IST

Location : Gurgaon

Responsibilities :

- Leading team of customer success managers

- Drive Customer Success Outcomes

- Increase renewal rates and reduce churn

- Expand our revenue in accounts through cross-sell and up-sell

- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores

- Drive new business growth through greater advocacy and reference-ability

- Define and Optimize Customer Life-cycle

- Map customer journey

- Develop listening points in journey (e.g., usage, satisfaction, etc.)

- Standardize interventions for each point in journey

- Define segmentation of customer base and varying strategies

- Identify opportunities for continuous improvement

- Learn from best practices in industry

- Manage Customer Success Activities

- On-boarding

- Training

- Professional Services

- Customer Support

- Customer Success Management

- Renewals

- Cross-sell / Up-sell

- Advocacy

- Measure Effectiveness of Customer Success

- Define operational metrics for team

- Establish system for tracking metrics

- Create cadence for review within team

- Expose subset of metrics to executive team, company and board

- Lead World-class Customer Success Team

- Recruit experienced leaders for each functional role

- Attract high potential individual contributors into team

- Create rapid on-boarding process for new team members

- Foster collaboration within team and across customer life-cycle

- Encourage continuous learning within team

- Enhance Effectiveness and Efficiency Through Technology

- Support systems

- Customer marketing software

- Reference and advocacy solutions

- Customer Success Management platform

- Inspire Customer Success Across Company

- Create company-wide culture of Customer Success

- Align with Marketing around marketing to existing clients

- Align with Product around driving product road-map

- Align with Sales around cross-sell and up-sell and focus on selling with a retention focus

- Align with Finance around measurement and forecasting

- Align with Executive Team around key metrics and objectives

- Drive company-wide definition of ideal customer

- Create company-wide customer feedback loop

Required Experience/Skills :

- 5+ years experience in leading customer-facing organizations

- Ability to manage influence through persuasion, negotiation, and consensus building

- Ideally combined background of post-sale and sales experience

- Strong empathy for customers & passion for revenue and growth

- Deep understanding of value drivers in recurring revenue business models

- Analytical and process-oriented mindset

- Demonstrated desire for continuous learning and improvement

- Enthusiastic and creative leader with the ability to inspire others

- Excellent communication and presentation skills

- Relevant Bachelor's degree, preference for computer science or related degrees

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