Customer Success Lead (Delhi NCR)

Simpliwork; Delhi; On-site; INR 2,000,000 - 3,000,000; Full time

Job summary

Simpliwork in Delhi is seeking a Vice President – Design & Product. The successful candidate will manage client relationships, ensure customer retention, and resolve issues by collaborating with internal teams.

Applicants should have 7-12 years of relevant experience in Customer Success, Account Management, or related fields and a proven record in managing high-net-worth clients. Exceptional communication skills and attention to detail are critical.

Qualifications

• 7-12 years of experience in Customer Success, Account Management, Customer Service, or Guest Relations roles.
• Proven expertise in managing high-net-worth clients.

Responsibilities

• Manage relationships with assigned accounts.
• Exceed customer retention goals.
• Resolve escalated issues with internal teams.
• Develop retention plans for at-risk customers.

Skills

Expertise in handling high-net-worth customers

Building executive-level relationships

Attention to detail

Knowledge of customer success best practices

Exceptional communication and relationship management

Time management and stakeholder management

Job description

Reporting Vice President – Design & Product

The Customer Success Lead will onboard, and engage with the assigned clients, focus on driving value to the customer and deliver an impactful engagement. He/ she will build relationships with key stakeholders, act as an escalation point for issues that impact client success, and create opportunities for the optimal client experience.

Role & Responsibilities

• Professionally manage relationships with a portfolio of assigned accounts
• Build executive relationships within the customer’s organization
• Make sure he/she exceeds customer retention goals and ensure consistently high retention rates
• Build and maintain strong, trusted working relationships with key decision-makers and power users starting from onboarding and throughout the customer lifecycle
• Gain a thorough understanding of assigned client’s needs, services signed up for, and details of the client contracts to drive effective communication
• Identify risks to client success and aggressively/proactively engage the client whenever there’s an identified retention issue
• Develop and execute retention plans for customers who may be at risk
• Drive resolution of escalated issues in coordination with Leasing, projects, design, and facilities teams
• Be a voice for accounts internally and keep the senior leadership abreast of the gaps
• Manage contract-related inquiries, questions, and issues from clients and other departments
• Liaise with other team leaders to make sure that clients are getting the best service possible

Skillset required

• Proven expertise in handling high-net-worth customers across India
• Proven track record of building strong executive-level relationships
• High attention to detail and willingness to get "in the weeds" to fix a problem
• Knowledge of customer success best practices
• Exceptional communication and relationship management skills
• Exceptional time management and multiple stakeholder management experiences

Experience (Years) required

7-12 years of experience in Customer Success/Account Management/ Customer Service/ Guest Relations roles