Responsibilities:
* Lead and manage the global customer success team, ensuring alignment with company objectives and customer needs.
* Develop and implement customer success strategies that drive customer retention and satisfaction.
* Monitor key performance indicators (KPIs) to assess customer health and identify areas for improvement.
* Collaborate with sales, product, and marketing teams to enhance customer experience and promote upsell opportunities.
* Conduct regular reviews and feedback sessions with clients to ensure their needs are met and expectations exceeded.
* Provide leadership and mentoring to customer success managers, fostering a culture of continuous improvement.
* Develop and oversee customer training programs and resources to maximize product usage and customer engagement.
* Minimum of 7 years of experience in customer success, account management, or a related field.
* At least 3 years of experience in a leadership role managing teams in a global environment.
* Strong analytical and problem-solving skills to evaluate customer needs and develop strategic solutions.
* Excellent communication and interpersonal skills to effectively engage with clients and cross-functional teams.
* Proven track record of driving customer satisfaction and retention metrics.
* Experience with customer success software and metrics; familiarity with CRM systems is a plus. The ideal candidate will demonstrate aptitude in the following key competency areas
* Analytical and Critical Thinking
* Business Acumen and Change Management
* Communication
* Customer Centric Mindset
* Data Analysis and Decision Making
* Developing Others
* Problem Solving
* Strategic Thinking
* Technical Aptitude and Time Management
