Otelier

Customer Success Manager

• Provide visionary leadership to the Customer Success Management team, setting the strategic direction and guiding the team towards achieving exceptional client outcomes.
• Develop and communicate a clear vision for customer success within the context of the company's overall goals and objectives.
• Foster a collaborative and innovative environment that empowers team members to excel and deliver outstanding results.
• Develop a customer engagement model and customer coverage plan to support the demands of the business.
• Lead high-stakes client interactions, resolving complex issues and demonstrating the company's commitment to client success.
• Develop and execute comprehensive strategic plans that drive client satisfaction, adoption, retention, and expansion, aligning with broader company objectives.
• Manage Renewal strategy and ensure timely renewals.
• Serve as the voice of the customer within the organization, advocating for client needs and preferences.
• Collaborate closely with Product Management to provide valuable insights for product development and enhancements.
• Leverage client feedback to influence the continuous improvement of the company's offerings and services.
• Define, monitor, and measure key performance indicators (KPIs) related to client satisfaction, retention, and revenue growth.
• Develop sophisticated reporting mechanisms to provide senior leadership with clear insights into client success performance and trends.
• Utilize data-driven insights to inform strategic adjustments and initiatives.
• Lead the resolution of escalated client issues and challenging situations, ensuring prompt and effective resolution.
• Demonstrate an unwavering commitment to client satisfaction, upholding the company's reputation for exceptional service.
• Recruit, develop, and retain top-tier Customer Success Managers, fostering a culture of excellence and continuous improvement.
• Collaborate seamlessly with Sales, Marketing, Product, and Support teams to ensure a cohesive client experience.

Director, Customer Success Management