Overview
The Customer Success Strategic Development Lead plays a critical role in driving the strategic development of customer success initiatives within the organization. This position is essential in ensuring the longterm success and satisfaction of the companys clients by developing and implementing strategic plans that align with customer needs and business objectives.
Key Responsibilities
- Lead the strategic development of customer success programs and initiatives.
- Collaborate with crossfunctional teams to align customer success strategies with overall business objectives.
- Develop and implement customer success plans to drive adoption expansion and loyalty.
- Track and report on key metrics related to customer success initiatives.
- Identify opportunities for process and operational improvements within the customer success function.
- Provide leadership and guidance to the customer success team ensuring alignment with strategic goals.
- Conduct regular reviews and analysis of customer success programs to identify areas for growth and improvement.
- Build and maintain strong relationships with key clients and stakeholders.
- Stay updated on industry trends and best practices in customer success and account management.
- Collaborate with sales and marketing teams to ensure seamless customer journey and experience.
- Support the development and implementation of customer feedback and satisfaction programs.
- Participate in strategic planning and decisionmaking processes related to customer success initiatives.
- Drive customer successrelated communication and engagement strategies.
- Contribute to the development of customer success training and onboarding programs.
Required Qualifications:
- 810 Years required Experience with in Software / IT product.
- Bachelors/Masters degree in Computer Science and with Pref MBA/Business Administration or related field.
- Proven experience in a customer success account management or strategic development role.
- Demonstrated experience in leading and developing strategic initiatives in a customerfacing role.
- Strong understanding of customer success metrics and KPIs.
- Excellent analytical and problemsolving skills.
- Exceptional leadership and communication abilities.
- Ability to collaborate and influence crossfunctional teams.
- Experience in developing and implementing customer success strategies and programs.
- Proficiency in CRM and customer success management tools.
- Proven track record of driving customer satisfaction and retention.
- Strategic planning and project management skills.
- Ability to thrive in a fastpaced and dynamic environment.
- Keen attention to detail and resultsoriented mindset.
- Strong business acumen and customercentric mindset.
- Understanding of SaaS and subscriptionbased business models (preferred).
strategic planning,business development,communication,account management,customer,management,customer acquisition strategies,software product management