Head of Customer Sucess

Job Title: Head of Customer Success
Job Location: Mohali

The Head of Customer Success is tasked with crafting and implementing strategies to boost customer retention and drive revenue through upsell crosssell and renewals. This leadership position requires managing a team of Customer Success Leads and Executives ensuring the success of all Customer Success activities and outcomes.

• Drive Customer Success Outcomes: Implement a customerfirst approach by setting and tracking OKRs and KPIs and focus on owning revenue generation through Customer Success Management by driving upsell crosssell and renewals on a monthly basis.
  

• Define and Optimize Customer Lifecycle: Map and optimize customer journeys develop feedback mechanisms standardize processes for each stage create segmentspecific strategies and continuously seek improvement opportunities.
  

• Manage Customer Success Activities: Oversee onboarding training and support manage customer success teams and measure and analyze the effectiveness of initiatives to ensure consistent revenue growth.
  

Qualifications:

• Knowledge: Deep understanding of the SaaS industry recurring revenue models and business development.
  

• Education & Work Experience: Over 10 years in business growth with proven revenue achievement including a blend of postsale and sales experience and the ability to create and execute strategic initiatives.
  

• Behavior: Passionate about continuous learning adaptable and a visionary mindset.
  

• Skills: Strong customer empathy analytical and processoriented with excellent communication and customer engagement abilities.
  

• Abilities: Skilled in influence and negotiation with the capability to understand commercial contracts and a commitment to continuous improvement.
  

• Sales and Revenue: Proven experience in upsell and crosssell strategies with a strong drive to pursue and close renewals revenue opportunities.