Key Responsibilities:
- Own the overall customer success lifecycle, from onboarding and adoption to renewal and expansion.
- Develop deep relationships with key stakeholders and decision-makers within customer organizations.
- Act as the voice of the customer internally to influence product development, service enhancements, and customer support.
- Proactively monitor customer health metrics, usage patterns, and feedback to identify risks and opportunities.
- Lead regular business reviews, strategic planning sessions, and executive communications with clients.
- Collaborate with sales, marketing, product, and support teams to deliver a seamless customer experience.
- Identify and drive upsell and cross-sell opportunities aligned with customer goals and business needs.
- Develop and implement customer success plans tailored to each client's objectives.
- Manage escalations promptly and effectively to maintain high customer satisfaction.
- Provide mentorship and guidance to junior customer success team members.
- Prepare and present detailed reports on customer success KPIs and overall account health to senior management.
Qualifications and Skills:
- Bachelor's degree in Business, Marketing, IT, or a related field; MBA preferred.
- 7+ years of experience in customer success, account management, or related roles, preferably in SaaS or technology domains.
- Strong track record of managing enterprise accounts and driving customer retention and growth.
- Excellent communication, negotiation, and relationship management skills.
- Proficiency with CRM and customer success tools such as Salesforce, Gainsight, or Totango.
- Ability to analyze data and translate insights into actionable strategies.
- Proven leadership skills with the ability to mentor and guide team members.
- Customer-centric approach with strong problem-solving and conflict resolution abilities.
- Comfortable working in fast-paced, dynamic environments and managing multiple priorities
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