Customer Success Manager

Job description

Key Responsibilities:
 Team Management:
o Lead, mentor, and manage the Customer Success team across all support channels
(phone, email, chat, social media).
o Foster a collaborative and high-performance team environment.
o Set clear objectives, performance metrics, and development plans for the team
members.
 Customer Satisfaction & NPS Improvement:
o Monitor and analyze customer feedback and NPS scores.
o Develop and implement strategies to enhance customer satisfaction and improve NPS.
o Address and resolve escalated customer issues promptly and effectively.
 Analytics & Reporting:
o Create detailed analytical reports on customer success metrics.
o Utilize data to identify trends, opportunities, and areas for improvement.
o Present findings and recommendations to senior management.
 Vendor Coordination:
o Liaise with vendors to ensure seamless service delivery and support.
o Negotiate contracts and manage vendor relationships to meet business needs.
 Stakeholder Management:
o Maintain strong relationships with internal and external stakeholders.
o Collaborate with cross-functional teams (sales, product development, marketing) to ensure
customer needs are met.
o Communicate effectively with stakeholders to provide updates, insights, and feedback.
 Auditing:
o Conduct regular audits of customer success processes and practices.
o Ensure compliance with company policies and industry standards.
o Identify areas for improvement and implement corrective actions as needed.
Qualifications:
 Bachelor’s degree in Business Administration, Marketing, or a related field; MBA is a plus.
 Minimum of [6] years of experience in customer success, support, or a related field, with at least [3]
years in a leadership role.
 Strong analytical skills with the ability to create and interpret reports.
 Proven track record of improving customer satisfaction and NPS.
 Excellent team management and leadership abilities.
 Experience in coordinating with vendors and managing relationships.
 Strong communication and interpersonal skills.
 Ability to work effectively in a fast-paced, dynamic environment