The mission of Customer Success Manager is to ensure customers have a flawless experience and achieve it by building a robust and effective support machine.

a. Cross Sell, Upsell, Post Sell

b. Map, track, analyse and propose recommendations to optimize the overall user journey

c. Ensure positive Social Media Publicity

d. Increase and maintain a high Net Promoter Score (NPS)

e. Manage the Customer Success team to ensure that each customer success manager can succeed

f. Hire, train, coach, and develop a team of customer success managers

g. Build a team that wins, has fun

h. Develop a customer success strategy

i. Prioritize where we invest our resources and efforts with customers

j. Drive the team towards key performance metrics

k. Monitor and identify adoption, maturity, and growth trends for the team and customers to inform customer and business strategy

l. Identify customer needs and collaborate with Accounts and other internal teams to ensure customer success with special emphasis on adoption, expansion, and renewals. Partner with the Sales organization to engage in pre-sales activities for high value opportunities. Provide operational oversight of the business to deliver on targets and KPIs.

Qualifications & Requirements :

1. Graduation is required, PG preferred.

2. 8+ years of customer success experience, preferably within a B2C / D2C startup or any Direct to Consumer Product Company

3. Excellent communication skills both with customers and within an organization

4. Strong track record of identifying customer needs and successfully implementing solutions

5. Strong track record of defining and executing against key performance indicators

6. Ability to build trust and rapport with a customer success team

7. Ability to challenge team members and be challenged to achieve team goals

8. Should have managed a 10 - 12-member team

9. Proactive interest to increase customer satisfaction and deepen customer relationships

10. Comfortable and willing to be a hands-on contributor.

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