What you will do:
Operational Strategy and Execution
Develop and execute the operational strategy for the Customer Success team.
Design and implement processes and systems to improve the efficiency and effectiveness of the CS team.
Identify and implement best practices for customer success operations.
Team Leadership and Development:
Lead, mentor, and develop a team of CS operations professionals.
Foster a culture of continuous improvement and excellence within the team.
Collaborate with cross-functional teams to align CS operations with overall business objectives.
Metrics and Reporting:
Define key performance indicators (KPIs) and metrics to measure the success of the CS team.
Develop and maintain dashboards and reports to track CS performance.
Provide regular updates to senior management on CS operations metrics and initiatives.
Customer Journey and Lifecycle Management:
Map and optimize the customer journey and lifecycle to enhance customer experience and outcomes.
Implement customer feedback mechanisms to gather insights and drive improvements.
Ensure consistent and effective communication with customers throughout their journey.
Technology and Tools:
Collaborate with MIS, drive for adoption and constant feedback on the tools to support CS employees.
Ensure the CS team is effectively adopting CRM and other relevant tools.
Stay updated on industry trends and advancements in customer success technology (e.g AI).
Process Improvement:
Identify areas for process improvement and lead initiatives to enhance efficiency and effectiveness.
Drive AI, automation and scalability within CS operations.
Collaboration and Communication:
Work closely with Finance, MIS, BI, product, sales and marketing to align efforts and ensure a seamless customer experience.
7-10 years of experience in customer success, operations, or a related field, with at least 3 years in a leadership role.
Proven track record of leading and scaling CS operations in a B2B SaaS or technology company.
Strong analytical and problem-solving skills, with the ability to use data and AI to drive decisions.
Excellent leadership and team management skills.
Proficiency in CRM and customer success software (e.g., Salesforce, Zendesk, Churnzero).
Exceptional communication and interpersonal skills.
Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
