- Work closely with Customer Success functional leadership to drive prospecting strategies and AT RISK Management and Renewal Management
- Coach & Mentor teams in performing their duties effectively.
- Lead and Manage Customer Success teams and provide them guidance & mentorship.
- Develop & implement strategic plans for Customer Success in alignment with overall business objective.
- Identify of Process improvements and bringing efficiency
- Act as robust advocate for customers and ensure that their needs & concerns are addressed effectively.
- Monitor team performance and take corrective actions.
- Implement career development and growth opportunities for team members.
- Hire Talent according to needs & groom them to succeed.

Goals:

- Retained Revenue
- 95% Case Resolution should be resolved with-in 30days
- Improve on First Contact Resolution time
- Adherence & Measure internal SLA and Quality Audit
- Keep attrition below 15%
- Accurate forecast for each quarter that is within 5% of the GRR, RRR
- Work toward renewals and achieve or exceed plan of 92.5% GRR and 96% ARR

Requirements:

- Bachelors Degree, preferably in business or a related field.
- 10-13 years of overall industry experience, including 7+ years in Customer Success, Account Management, and Renewals.
- Proven experience managing Customer Success teams of approximately 10 members directly.
- 5+ years of experience in managerial roles.
- Experience working in large-scale organizations with diverse teams and processes.
- Excellent analytical, critical thinking, problem-solving, interpersonal, and relationship-building skills.




- High attention to detail with working knowledge of reporting and analytics solutions.
- Strong knowledge and experience in CSA (Customer Success Associate) activities.
- High level of agility and ability to manage change effectively.
- Demonstrable ability to communicate, present, and influence credibly and effectively at all organizational levels, including executive stakeholders.
- Experience improving customer experience and driving increased retention and growth.
- Proven track record of managing and leading Customer Success teams while dealing with global clients.
- Expertise in team building, coaching, and developing talent within Customer Success.
- Strong leadership and team management skills.
- Experience managing large volumes of uncovered or low-touch customers is desirable.
- Proficiency with Salesforce: The Customer Company or experience with any CRM tool.
- Experience working in a software company, particularly in renewals, retention, or customer success departments.
- Hands-on experience in resolution and escalation management.

Qualifications

- Bachelors Degree, preferably in business or a related field.
- 10-13 years of overall industry experience, including 7+ years in Customer Success, Account Management, and Renewals.
- Proven experience managing Customer Success teams of approximately 10 members directly.
- 5+ years of experience in managerial roles.
- Experience working in large-scale organizations with diverse teams and processes.
- Excellent analytical, critical thinking, problem-solving, interpersonal, and relationship-building skills.

Skills: Account Management, Problem-solving, Crm

Experience: 10.00-13.00 Years

📌 Manager, Customer Success (Hyderabad)
🏢 Insightsoftware
📍 Hyderabad