Work closely with Customer Success functional leadership to drive prospecting strategies and AT RISK Management and Renewal Management
Coach & Mentor teams in performing their duties effectively.
Lead and Manage Customer Success teams and provide them guidance & mentorship.
Develop & implement strategic plans for Customer Success in alignment with overall business objective.
Identify of Process improvements and bringing efficiency
Act as strong advocate for customers and ensure that their needs & concerns are addressed effectively.
Monitor team performance and take corrective actions.
Implement career development and growth opportunities for team members.
Hire Talent according to needs & groom them to succeed.
Retained Revenue 95%
Case Resolution should be resolved with-in 30days
Improve on First Contact Resolution time
Adherence & Measure internal SLA and Quality Audit
Keep attrition below 15%
Accurate forecast for each quarter that is within 5% of the GRR, RRR
Work toward renewals and achieve or exceed plan of 92.5% GRR and 96% ARR

Bachelor’s Degree, preferably in business or related field
Has 10-13 Years of overall experience in the industry with 7+ years relevant experience in Customer Success, Account Management and Renewals
Has working experience of Managing Customer Success Teams of size ~10 directly
Working experience in managerial roles 5+ years
Excellent analytical, critical thinking, problem-solving, interpersonal, and relationship-building skills
High level of attention to detail, working knowledge with reporting and analytics solution
Strong knowledge/experience of CSA activities
High level of agility and ability to manage change.
Demonstrable ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive.
Experience improving customer experience and driving increased customer retention and growth.
Proven track record of managing and leading Customer Success teams and Working experience in dealing with global clients.
Experience in Building Teams, Coaching and developing talent Customer Success subject matter.
Has Strong Leadership and Team Management skills
Experience in Management of large volumes of Uncovered / Low touch customers in desirable Salesforce: The Customer Company or any CRM experience
Experience working for a software company in the renewals, Retention or customer success department.
Experience that included resolution and escalation management

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Customer Success Manager

Key skills