Job description 

The Opportunity
Your core responsibilities include team building, process development, and leading your team to deliver maximum value to customers. In this role, you will often take a hands-on approach, maintaining close relationships with key accounts. Beyond typical customer success strategies like upselling, your focus will also extend to nurturing relationships that can evolve into strategic business partnerships, benefiting both the customer and the company.

Key Responsibilities:
Leading the customer success team, from building the department to developing it for scalability and sustained growth, with all the people, processes, and strategies optimized in a customer-first manner.

Adding value to customer relationships and driving the desired customer goals by either actively participating in client discussions or by testing and implementing a proven approach within their team.

Creating an optimized & data-led model of the customer journey, then making sure all internal stakeholders are aligned on it. They also work with their CS Ops specialists to ensure customer data is correct and that everyone uses the same data sets (data hygiene).

Determining the metrics, health scores, and KPIs relevant to each account, the entire team, and the entire business. They also decide how the CS team will track these metrics and who has the overview for each account.

Increasing product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics.

Collaborating with sales and marketing to create and optimize the upsell and cross-sell strategies the CS team uses to increase ROI.

Drafting, approving, and implementing compensation plans for the entire CS team with the goal of encouraging productivity and performance and rewarding customer-goal and business-goal achievement.

Relationship management across the entire CS team, helping others on the team maintain and improve customer relationships.

Working with global Customer success teams and stakeholders to continue to evaluate assessment of value

Leading Automation and Innovation projects or identify inefficiencies in the system and drive operational excellence
Skills and Competencies

Minimum 18 years of experience working as a leader for Customer Success teams, leading a customer success team with proven performance and specific revenue goal achievement

10+ years of people management experience.

An MBA or related graduate or post-graduate degree is ideal, with a technical undergrad degree being an added advantage. Customer success courses and certifications are nice-to-have, but experience in the field is much more important and often substitutes traditional education.

Deep understanding of software businesses, with knowledge of both the subscription and renewal models.

Expert communication skills and the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward.

Business development knowledge and, ideally, experience growing a business.

Strong analytical and goal-oriented mindset backed by expert-level project management knowledge and skillset.

Advanced business experience and ability to create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports.
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Advanced IT&C knowledge and capabilities and ability to learn new software tools on the job