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Job Description

Sr. Director or VP Customer Success

Job Title - Sr. Director or VP Customer Success

Exp.- 10 + Years

Job Description:-

As we are an Enterprise SAAS company, where our customers pay us over time, Customer Success is absolutely vital to our long-term profitability. 

We will not be successful unless our customers are receiving massive value from our service. As such, we need a senior executive to own driving success for our customers and ensuring they reach their desired outcomes from the usage of FarEye. 

This role includes responsibilities for Customer Success activities (e.g., adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, scaling, etc.). 

    Roles and Responsibilities-  :

    • Drive Customer Success Outcomes 
    • Increase renewal rates and reduce churn 
    • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores 
    • Drive new business growth through greater advocacy and reference-ability 
    • Maintain profitability of accounts for FarEye
    • Define and Optimize Customer Lifecycle 
    • Map customer journey 
    • Develop listening points in journey (e.g., usage, satisfaction, etc.) 
    • Standardize interventions for each point in journey 
    • Define segmentation of customer base and varying strategiesIdentify opportunities for continuous improvement 
    • Learn from best practices in industry 
    • Manage Customer Success Activities 
    • Onboarding Training
    • Customer Success Management 
    • Renewals 
    • Advocacy

      Key skill set : 

      • 10+ years in Customer Success functions at a Enterprise/ B2B SAAS companies
      • Enthusiastic and inspiring leader having led a global team of Customer Success Managers
      • Vast experience interacting and planning with C-level executives 
      • Demonstrated strong capabilities in helping customers reach desired outcomes with measurable performance across:
      • Net Churn, Logo Churn
      • Building Advocacy and Champions
      • Automation and process setups for CSM
      • Deep understanding of value drivers and unit economics in a SAAS business
      • Analytical and Process Oriented mindset
      • Location at Noida, open to travel
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