Manager, Customer Success

Goals :

• 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

Requirements :

• Bachelors Degree, preferably in business or a related field.
• 10-13 years of overall industry experience, including 7+ years in Customer Success, Account Management, and Renewals.
• Proven experience managing Customer Success teams of approximately 10 members directly.
• 5+ years of experience in managerial roles.
• Experience working in large-scale organizations with diverse teams and processes.
• Excellent analytical, critical thinking, problem-solving, interpersonal, and relationship-building skills.
• High attention to detail with working knowledge of reporting and analytics solutions.
• Strong knowledge and experience in CSA (Customer Success Associate) activities.
• High level of agility and ability to manage change effectively.
• Demonstrable ability to communicate, present, and influence credibly and effectively at all organizational levels, including executive stakeholders.
• Experience improving customer experience and driving increased retention and growth.
• Proven track record of managing and leading Customer Success teams while dealing with global clients.
• Expertise in team building, coaching, and developing talent within Customer Success.
• Strong leadership and team management skills.
• Experience managing large volumes of uncovered or low-touch customers is desirable.
• Proficiency with Salesforce : The Customer Company or experience with any CRM tool.
• Experience working in a software company, particularly in renewals, retention, or customer success departments.
• Hands-on experience in resolution and escalation management.

Qualifications

• Bachelors Degree, preferably in business or a related field.
• 10-13 years of overall industry experience, including 7+ years in Customer Success, Account Management, and Renewals.
• Proven experience managing Customer Success teams of approximately 10 members directly.
• 5+ years of experience in managerial roles.
• Experience working in large-scale organizations with diverse teams and processes.
• Excellent analytical, critical thinking, problem-solving, interpersonal, and relationship-building skills.

Skills Required

Account Management, Crm, Problem-solving