Customer Success
17 hours ago
Position Overview:
The Customer Success & Retention Lead will be responsible for developing and executing strategies that drive customer satisfaction, reduce churn, and enhance the overall customer experience. This role will focus on understanding customer needs, building relationships, and implementing processes to retain customers while also identifying opportunities for growth. You will work closely with cross-functional teams including Sales, Product, and Marketing to ensure that customers are supported and engaged at every stage of their journey.
Key Responsibilities:
Develop and implement customer success strategies to optimize the customer experience and improve retention rates.
Manage a team of Customer Success Managers, supporting them in delivering exceptional service and building strong relationships with customers.
Analyze customer behavior and feedback to identify pain points, opportunities for improvement, and areas where customer satisfaction can be enhanced.
Lead the efforts to reduce churn by proactively engaging at-risk customers and developing targeted retention programs.
Implement processes for customer onboarding, adoption, engagement and retention to drive long-term success.
Optimize the customer experience by ensuring seamless communication and collaboration across cross-functional departments such as Product, Sales, and Support.
Track and measure retention metrics, customer satisfaction (CSAT), and Net Promoter Score (NPS) to evaluate the success of retention strategies and optimize accordingly.
Develop and maintain strong, ongoing relationships with key clients, ensuring they see value in the product and are successful in achieving their business goals.
Create and lead initiatives aimed at upselling and cross-selling opportunities based on customer needs and business objectives.
Collaborate with marketing to design customer engagement campaigns, loyalty programs, and other initiatives aimed at increasing customer retention.
Ensure that customers have access to the appropriate resources, including training, documentation, and customer support, to fully utilize the product or service.
Act as a customer advocate, providing feedback and insights to internal teams on product improvements, enhancements, and new feature requests based on customer feedback.
Create and maintain a customer health dashboard to track account status and proactively address potential issues before they impact retention.
Report on retention metrics, customer success initiatives, and ongoing improvements to senior leadership.
Qualifications:
Bachelor’s degree in Business, Marketing, or related field
10 – 13 years of experience in customer success, customer experience, or customer retention roles, with at least 8 years in a leadership position.
Proven success in improving customer retention, satisfaction, and overall experience.
Strong knowledge of customer success best practices, journey mapping, and experience optimization.
Experience with CRM tools and customer success platforms.
Excellent analytical skills, with the ability to interpret data and translate insights into actionable strategies.
Exceptional communication and interpersonal skills, with the ability to build relationships with customers and cross-functional teams.
Strong leadership and team management experience, including mentoring and motivating a customer-facing team.
Ability to work in a fast-paced, customer-driven environment with an emphasis on results and driving change.
Experience with customer segmentation, lifecycle management, and developing personalized customer experiences.
A customer-centric mindset with a passion for ensuring customer success and optimizing retention efforts.
Your Career, Our Passion – COME JOIN US NOW
Interested applicants, please forward your detailed resume, stating qualifications, reason for leaving each employment, work experience, availability, current and expected salaries.
We regret that only shortlisted candidates will be notified.
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