Head of Customer Success

Department Customer Success

Grade / Level G3B

Designation Head – Customer Success

Location Bangalore

Reporting To CEO

The Head of Customer Success is a seasoned leader in Customer Success and Professional Services, tasked with overseeing our dedicated Customer Success team. The Head - CS will lead with a strategic vision and innovative approach, driving our efforts to ensure customer engagement, satisfaction, retention, and growth. Reporting directly to the Chief Executive Officer, the Head of Customer Success plays a pivotal role in achieving customer objectives, enhancing product utilization, facilitating business transformation, and expanding revenue streams.

The ideal candidate for Head of Customer Success possesses a proactive mindset, demonstrating enthusiasm for rapidly scaling initiatives. They excel in dynamic, fast-paced environments and align seamlessly with our company’s ethos of transparency and values-driven leadership. Their leadership will be instrumental in fostering success for both our customers and our organization.

Role & Responsibilities

• Leading, expanding, and mentoring the Customer Success team by setting the strategy and prioritizing Objectives and Key Results.
• Driving customer lifetime value by defining the customer journey; deploying programs to help drive business value with customers, customer goal achievement, collaborating across teams to identify and pursue customer growth opportunities
• Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization
• Architecting the customer success organization and solutions to leverage and scale in support of our revenue ambitions, including striking the right balance for the services and support offered to our broad range of customer segments
• Build a professional services organization to support customers from onboarding and training through to long-term multi-stage digital transformation projects.
• Partnering very closely with our sales teams to engage with leaders at prospective customers and existing customers to define goals and leverage our products and services to achieve them.

Skillset required

• Demonstrated progressive experience in a Real Estate (managed office space) Customer Success and/or Professional Services leadership role. Sales experience will also be considered
• Experience building and managing large (100+ employees)
• Customer Success and or Professional Services teams in a fast- paced, dynamic environment
• Ability to move quickly and iterate.
• A strong strategic vision for the customer experience, professional services, and customer support
• The ability to architect services and support delivery models that align with current customer segments, deliver customer value, and scale with growth projections
• A strong customer advocate with the ability and willingness to engage directly with customers
• Ability to communicate well with individuals, teams, partners, and at industry-level events
• A track record of developing and mentoring great talent, and building and motivating high-achieving teams
• The skills to be a data-driven decision-maker, with a willingness to experiment and iterate
• Understanding of the balance between internal services, and external partners and how to use both effectively to support customers and grow quickly
• Effective and productive collaborator to drive cross-functional initiatives
• Empathy, humility, and listening skills
• Open to travel if needed.

Experience (Years) required

13-16 years of relevant experience

Qualification

Hotel Management Graduate/ Graduate