Customer Success Manager - Customer Happiness

This is a remote position. The Manager Customer Success will work closely with the Team Leads - Customer Success/support to improve the overall customer experience and to enhance the working of the internal team members. He/She will be reporting to the Senior Manager - Customer Support and mainly work with them to improve the c-sat score and NPS of the existing clients. Key Responsibility Area - Lead the Customer Success Happiness function by training, engaging and developing your team - Manage the daily activities of Team Leads and below. - Working on new strategies to improve the overall customer experience, and NPS score. - Responsible for the overall functioning of the processes including onboarding, feedbacks, ticket response time etc - Coordinating with the marketing department to strategize ways to increase post-sales interactions with clients. - Interacting with the Sales team to work on inter-departmental challenges Key Performance Indicators - To increase the count of references to 100% per CSM within 6 months - To reduce the percentage of churn rate to 30% of present churn rate and maintain the same for subsequent months within a year. - To increase the MRR of the non enterprise clients to 20% - To increase the product usage Requirements - Postgraduate in MBA. - A customer-focused mindset, putting the customer experience first in every action you take - Exceptional account management and customer service skills backed up with excellent written and verbal communication skills - Has been in the leadership role of the similar profile from past 7-10 years - Experience working in a B2B SaaS based Organisation - Technically proficient - Excellent listening skills - Ability to effectively communicate at all levels of the organization. - Excellent problem-solving skills - Extremely process-oriented - Experience leading, coaching, and empowering your team to do their best work Originally posted on Himalayas