In this role you will be responsible for the overall success of our customers as measured by retention and expansion rates. A key challenge is to establish our CRO practice in a formal way and ensure we are consistently increasing the value provided by our products to our customers . You will start with hands-on customer success management in order to understand the current challenges and opportunities.
Key responsibilities:
- Formalize the actions and process taken by customer success managers from onboarding through the entire customer lifecycle stages
- Oversee customer support and establish a full customer view that includes both support and customer success interactions
- Create and formalize our CRO program by finding new best practices , testing them with customers and Making sure best practices and success stories are shared across geographical markets
- Developing new tactics to engage customers and get them to try new features
- Hands on management of key strategic accounts
Job Requirements:
- 3+ years of experience leading and scaling Customer Success teams and processes in remote environments
- Proven ability to develop scalable processes, manage projects, and delegate work
- Strong background in analytics /ab testing and digital in general
- Proven history of driving customer adoption, expansion and retention via a mixture of low and high-touch engagement models
- A track record of improving NRR via Customer Success interventions