rSTAR Technologies
Location
Delhi | India
Job description
Title :
Customer Success Lead Location : India / Remote Type : FTE - Permanent Years of experience : 8+ years minimum IMMEDIATE JOINERS / SERVING NOTICE PERIOD ARE PREFERRED PLEASE READ THE MANDATORY REQUIREMENT BELOW APPLYING Our client IMIH is looking for an experienced Customer Success Lead -Details shared below About Us : The Institute for Meditation and Inner Harmony (IMIH) is a non-profit whose mission is to help people live happier, healthier and more harmonious lives. Through the launch of a holistic wellness app called Innergy, IMIH shares proven lifestyle techniques that will improve people's physical, mental, emotional, and spiritual lives. In addition, IMIH sponsors and disseminates research on meditation and wellness. Through these initiatives the Institute see ks to positively impact the world at large. We are looking for an experienced Customer Success Leader to scale our high-touch customer success organization. As our Customer Success Lead you will play a key role in driving customer goals, product utilization, business transformation, and revenue expansion by ensuring the activation, engagement, success, retention, and growth of our customers. This role is focused on high-impact, high-value activities in all aspects of business development & retention, and overall client success for your India B2B market. Key Responsibilities: Enhancing customer lifetime value by defining the customer journey; deploying programs to help drive business value with customers, customer goal achievement, new features, and new use-cases; collaborating across teams to identify and pursue customer growth opportunities. Driving successful programs from initial activation and onboarding to ongoing enablement, coaching and adoption across our B2B customer base, serving as the key CSM champion for customer success. Leading a team of customer success managers. Hiring, training and mentoring as and when required based upon the capacity mapping. Driving daily outcomes through our customer success manager such as - responsiveness, customer onboarding & activation, client relationship management, cross selling and upselling initiatives and tracking overall churn risk for our B2B clients. Drive process improvement and efficiency across the customer success organization by identifying bottlenecks and project managing the development and implementation of new and improved processes. Work cross functionally with product and growth teams to bring new products, features & campaigns to our clients effectively. Owning and actively nurturing crucial client relationships to ensure consistent high-quality value-added experiences and customer delight. Strategizing and coping up with the transition or transformation of an organization's goals, processes or technologies Core Competencies :- Prior experience working at a B2B SaaS or online services company preferred with strong CSM expertise and proven retention and renewal rates. Previous experience using CRM tools, ticketing software and other tech enablement preferred Advanced knowledge of Microsoft Excel and Word Passion for solving client challenges and commitment to client delight Proven ability to coach, mentor, and develop individual contributors Naturally curious, with excellent critical-thinking skills At least 8 years of experience in customer success serving large customers Soft Skills :- Witty: You have the ability to think on your feet. You are fun to work with and excited about building something unique Analytical: You are a number & data oriented and can figure out the "math behind the monthly / quarterly targets". Passionate: You love hustle (we're a growing company that moves and reacts fast) and are excited to travel, meet people, and build lifelong relationships. Self-driven Attitude : You have superior organizational skills, integrity, and great follow through on tasks. You don't get overwhelmed easily. Naturally Curious: You are innovative, extremely creative, analytical, and constantly challenging the status quo. Elegant: You are self-aware, well-spoken, and humble. You will be the face of Innergy.Job tags
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