The Manager - Customer Success will be responsible for the managing CSA Teams in CoE, CSA team's performance, prioritizing leadership requirements, and activities, will be responsible for Customer Success team in India . You will proactively engage with our customers to ensure they realize value from our products and solutions, leading to both revenue retention and new revenue opportunities. Our ideal candidate can identify needs, communicate effectively, and ultimately exceed client expectations. The successful candidate has a blend of visionary and analytical skills.
Work timings and location:
· Eastern shift timings, (5:00 PM to 2:30 AM IST)
· Work from office - Hyderabad location
Responsibilities:
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 solid 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.
~ Work toward renewals and achieve or exceed plan of 92.5% GRR and 96% ARR

Requirements:
Bachelor's Degree, preferably in business or related field
Has 10-13 Years of overall experience in the industry with 7+ years relevant experience in Customer Success, Account Management and Renewals
Has work

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