Exploring the Role:

The Vice President of Customer Success is responsible for developing and executing strategies to drive customer retention, and growth. This is a leadership role for APMEA region and involves leading a team of Customer Success Managers and Directors. This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).

How your day will look like.

You will:

1. Drive Customer Success Outcomes
Implementing a customer-first approach throughout the organization and demonstrating the value of customer success from a business perspective
Leading the growth charter by establishing OKRs, KPIs, customer metrics to track, and every other measurable score that effectively gauges the performance of the entire department.
Increase renewal rates and reduce churn
Expand our revenue in accounts through cross-sell and up-sell
Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores




Drive recent business growth through greater advocacy and reference-ability

2. Define and Optimize Customer Lifecycle
Pin down customer lifecycles, correctly set the reach-out process, channels, and touchpoints
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 strategies
Identify opportunities for continuous improvement

3. Manage Customer Success Activities
Onboarding, Training, Customer Support, Customer Success Management, Renewals, Cross-sell / Up-sell
Measuring, reporting, and analyzing others’ reports on the effectiveness of the CS initiatives.

What will help you succeed in the role:

While you will be given all the training required to be successful on the job, following are the few competencies you will need to accelerate your growth:

Knowledge:

In-depth underst

📌 Vice President (Noida)
🏢 RateGain
📍 Noida