Manager of Customer Success

insightsoftware; Hyderabad; On-site; INR 1,500,000 - 2,000,000; Full time

Job summary

A technology solutions company is hiring a Manager - Customer Success for their Hyderabad location. The ideal candidate will manage Customer Success teams, ensuring customer engagement and retention. Responsibilities include guiding and mentoring the team, improving processes, and achieving strategic goals. Candidates must possess a Bachelor’s degree and have 10-13 years of relevant experience in Customer Success, with strong leadership skills. This full-time role offers a hybrid work model.

Qualifications

• 10-13 years of overall experience in the industry with 7+ years in Customer Success.
• Experience managing Customer Success teams of size ~10 directly.
• Proven track record of improving customer experience and retention.

Responsibilities

• Lead and manage Customer Success teams and provide guidance.
• Monitor team performance and implement career development opportunities.
• Ensure customer needs and concerns are addressed effectively.

Skills

Analytical skills

Problem-solving skills

Interpersonal skills

Relationship-building skills

Leadership skills

Education

Bachelor’s Degree in business or related field

Job description

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The Manager - Customer Success will be responsible for managing CSA Teams in CoE, overseeing CSA team performance, prioritizing leadership requirements and activities, and leading the Customer Success team in India. You will proactively engage with our customers to ensure they realize value from our products and solutions, leading to both revenue retention and new revenue opportunities. Our ideal candidate can identify needs, communicate effectively, and ultimately exceed client expectations. The successful candidate has a blend of visionary and analytical skills.

Work timings and location

Eastern shift timings, (5:00 PM to 2:30 AM IST)
Hyderabad location - Hybrid

Responsibilities

• Work closely with Customer Success functional leadership to drive prospecting strategies and AT RISK Management and Renewal Management
• Coach & Mentor teams in performing their duties effectively.
• Lead and Manage Customer Success teams and provide them guidance & mentorship.
• Develop & implement strategic plans for Customer Success in alignment with overall business objective.
• Identify process improvements and bring efficiency.
• Act as strong advocate for customers and ensure that their needs & concerns are addressed effectively.
• Monitor team performance and take corrective actions.
• Implement career development and growth opportunities for team members.
• Hire talent according to needs & groom them to succeed.

Goals

• Retained Revenue
• 95% Case Resolution should be resolved with-in 30 days
• Improve on First Contact Resolution time
• Adherence & Measure internal SLA and Quality Audit
• Keep attrition below 15%
• Accurate forecast for each quarter that is within 5% of the GRR.
• Work toward renewals and achieve or exceed plan of 92.5% GRR and 96% ARR

Requirements

• Bachelor’s Degree, preferably in business or related field
• Has 10-13 Years of overall experience in the industry with 7+ years relevant experience in Customer Success, Account Management and Renewals
• Has working experience of Managing Customer Success Teams of size ~10 directly
• Working experience in managerial roles 5+ years
• Excellent analytical, critical thinking, problem-solving, interpersonal, and relationship-building skills
• High level of attention to detail, working knowledge with reporting and analytics solution
• Strong knowledge/experience of CSM activities
• High level of agility and ability to manage change.
• Demonstrable ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive.
• Experience improving customer experience and driving increased customer retention and growth.
• Proven track record of managing and leading Customer Success teams and working experience in dealing with global clients.
• Experience in building teams, coaching and developing talent; Customer Success subject matter.
• Has strong leadership and team management skills

Qualifications

• Bachelor’s Degree, preferably in business or a related field.
• 10-13 years of overall industry experience, including 7+ years in Customer Success & Account Management.
• Proven experience managing Customer Success teams of approximately 10 members directly.
• 5+ years of experience in managerial roles.
• Experience working in large-scale organizations with diverse teams and processes.
• Excellent analytical, critical thinking, problem-solving, interpersonal, and relationship-building skills.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service

Industries

• Software Development, Computer and Network Security, and IT System Custom Software Development

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