Customer Success Manager
Customer Success Manager
Bangalore / Bengaluru
7 years ago
182 Applied
JOB ID:8620
Job Type
Full Time
Functional Area
Customer Service/ Telecalling/ Back Office Operations
Industry
Internet/E-Commerce/Startups
Education
Not Specified
Experience Required
8 - 10 Yrs
Key Skills Required
Customer Service, Customer Satisfaction
Other Skills Required
Job Description
This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).
Responsibilities:
Manage Customer Success Activities
- On-boarding
- Training
- Customer Support
- Customer Success Management
- Renewals
- Cross-sell / Up-sell
- Advocacy
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 Lifecycle
- 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 cont
This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).
Responsibilities:
Manage Customer Success Activities
- On-boarding
- Training
- Customer Support
- Customer Success Management
- Renewals
- Cross-sell / Up-sell
- Advocacy
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 Lifecycle
- 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
Measure Effectiveness of Customer Success
- Define operational metrics for team
- Establish system for tracking metrics
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 roadmap
- 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:
- 8+ years experience in leading customer-facing organizations
- Ideally combined background of post-sale and sales experience
- Strong empathy for customers AND 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
HerKey (formerly JobsForHer) founded by Neha Bagaria, is India’s career engagement platform that unlocks opportunities, learning, and communities for women in India by connecting them with career champions.
HerKey currently services over 3.5 million women and plans to scale to power 30 million women's careers in India. With over 10,000 companies on the platform, HerKey invites more companies to join and use the platform to engage with women candidates in their entire career lifecycle, from recruitment to retention to promotion.
HerKey seeks to be the dependable companion for every woman on her career journey, enabling her growth, opening up opportunities, creating meaningful engagement, and facilitating her career journey—onwards & upwards.
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HerKey (formerly JobsForHer) founded by Neha Bagaria, is India’s career engagement platform that unlocks opportunities, learning, and communities for women in India by connecting them with career champions.
HerKey currently services over 3.5 million women and plans to scale to power 30 million women's careers in India. With over 10,000 companies on the platform, HerKey invites more companies to join and use the platform to engage with women candidates in their entire career lifecycle, from recruitment to retention to promotion.
HerKey seeks to be the dependable companion for every woman on her career journey, enabling her growth, opening up opportunities, creating meaningful engagement, and facilitating her career journey—onwards & upwards.
