Job Description

: Drive the strategy and alignment to deliver key company and customer success objectives including but not limited to - GRR, NRR, Advocacy and Product adoption.
Ensure positive business value and transformational impact for our customers through adoption of innovative company's products and services.
Relationship building - build strategic relationships with key customer contacts across different levels in customers’ orgs.
Create evangelists and champions by enabling and supporting key members of our growth community
Build and nurture C-level relationships across accounts in the portfolio to solidify existing relationships while expanding company's footprint.
Create repeatable and scalable processes to enable 10X growth
Work closely with the Sales organizations to ensure adoption and expansion of company's in key accounts
Leadership - Lead the team of CSMs to overachieve their operational metrics
Grow and Manage a strong team of enthusiastic and hardworking CSM by mentoring, coaching and performance management.
Collaborative leadership style with ability to influence peers and resources from different groups in the company to ensure customer satisfaction and success.
Manage key customer escalations and red accounts by mobilizing and leveraging resources from across the company as needed.
Work with internal account teams to identify and resolve renewal risk, identify expansion opportunities, build strategies to drive further customer adoption. Requirements: Customer Success and Digital transformation professional with 10+ years of experience in leading success and services organization in a SAAS company
Experience of Managing $25 M + USD portfolio of B2C customers across different segments and geographies
7+ years of experience in managing globally distributed teams with at least 5+ years of experience in managing 1st line managers
Strong technical and innovation aptitude is a must
A technical degree, with an MS or MBA
Strong background in technology and/or business transformation consulting is a strong plus.
Proven track record of scaling operations to 10x by introducing scalable process, optimizations and automation
Ability to identify growth opportunities and effectively execute upsell and cross-sell plans.
Strong understanding of SAAS and Multi Tenancy fundamentals
Demonstrated success in building and growing high performing teams in new geos.
Excellent executive communication, negotiation and presentation skills
Ability to manage crisis and stay calm under pressure while helping the team to navigate crisis with ease