Job Level
SeniorLead
Tech Stack
Cloud
About the role
- Manage the India Customer Success organization as a hands-on leader, building collaborative team culture and driving measurable positive business outcomes (customer satisfaction, adoption, retention and expansion)
- Manage, coach, and mentor a team of Customer Success Managers and Customer Solutions Engineers
- Partner with engineering, product, enablement, sales and technical support teams to ensure positive customer outcomes
- Execute and improve an ongoing program for measuring Customer Satisfaction
- Define and mature an organizational structure for scale without sacrificing excellence in customer support
- Hire and nurture talent to meet demands of a rapidly evolving business and customer base
- Shape Customer Success culture to drive customer satisfaction
- Prioritize and funnel customer feedback to Customer Experience and Product Management to optimize the whole service experience
- Engage customers from Onboarding to Adoption to Value Realization and consult across multiple client levels
Requirements
- Global leader with 10 years in SaaS/Cloud companies and over 5 years in a Customer Success leadership role is essential
- Comfortable consulting and negotiating across multiple client levels and possess a solid foundation and understanding of their business objectives
- Proven leader and motivator with deep experience building and leading growing customer success organizations
- Entrepreneurial, unafraid to roll-up sleeves, get it done and "lead from the front"
- Experience serving in a CSP (Cloud Service Platform), Security and Networking company (huge plus)
- Experience in organizations with a complex, strategic sale where best practices and technology define a customer’s success
- Significant experience interfacing and working with large strategic enterprise customers
- Experience managing NPS and Dollar-based Net Retention (DNR) in a high-growth environment
- Has driven organizations through rapid growth and global expansion at scale, and understands the criticality of operational excellence
- Excellent people management skills; high empathy and consideration for team morale and individual career progression
- Interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog in difficult conversations
- Proven effectiveness at leading and facilitating executive meetings and workshops