Customer Success Team Lead

Location

Indore | India

Job description

About the company:

Give wings to your career with the fastest growing and leading D2C brand based in Indore. Kyari specializes in providing an extensive range of home decor plants, stylish planters, pots, and garden utilities that add life and vibrancy to indoor and outdoor spaces.

With a passion for green living and sustainable design, we curate our collections to inspire creativity, relaxation, and connection with nature. From trendy succulents and air-purifying houseplants to elegant pots and functional gardening tools, we offer everything our customers need to create their own urban jungle oasis.

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Position Overview:

We are seeking a results-driven and customer-centric individual to join our Customer Success team as a Customer Success Team Lead. In this role, you will be responsible for leading and nurturing customer relationships to maximize revenue opportunities, promote upselling and cross-selling initiatives, and drive overall customer success. You will play a crucial role in optimizing the customer journey, fostering customer loyalty, and achieving revenue targets.

Key Responsibilities:

Customer Relationship Management:

• Build and maintain strong, long-lasting relationships with key customers, understanding their needs, challenges, and objectives.
• Serve as the primary point of contact for customers, addressing inquiries, resolving issues, and proactively identifying opportunities to add value.

Revenue Generation and Growth:

• Develop and execute strategies to drive revenue growth through upselling and cross-selling of products.
• Collaborate with sales, marketing, and product teams to identify upsell/cross-sell opportunities and create targeted campaigns or promotions to promote them.

Customer Success Planning:

• Develop and implement customized success plans for key customers, outlining milestones, goals, and action plans to drive mutual success and achieve revenue targets.
• Monitor customer performance against success plans, tracking key metrics and KPIs related to revenue generation and customer satisfaction.

Retention and Churn Reduction:

• Proactively identify and address factors contributing to customer churn, implementing retention strategies and initiatives to increase customer lifetime value.
• Conduct regular check-ins with customers to assess satisfaction levels, address concerns, and reinforce value propositions to mitigate churn risk.

Team Handling:

• Lead and manage a customer success team, providing guidance and support.
• Foster a collaborative and customer-centric culture within the team.

NPS Metrics:

• Implement and monitor Net Promoter Score (NPS) metrics to gauge customer satisfaction.
• Utilize NPS data to identify areas for improvement and implement strategic initiatives.

Qualifications:

• Bachelor's degree in business, marketing, or a related field (preferred).
• 5+ years of experience in customer success, account management, or sales roles, preferably in a D2C or subscription-based business model.
• Strong sales acumen and ability to identify revenue opportunities, negotiate contracts, and close deals.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers.
• Strong problem-solving skills and the ability to handle difficult customer situations with professionalism.
• Proficiency in customer support software and tools (e.g., CRM systems).
• Familiarity with D2C industry trends and best practices.
• Commitment to delivering outstanding customer experiences and a customer-centric approach to business.
• Customer-centric approach with a passion for delivering exceptional customer experiences and driving customer success.

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