- Positively lead and handle a team of Customer Success Managers and/or Associates in the region to reach their potential.
- Mentor the team members and run their day to day output and engagement.
- Take ownership of the teams revenue, feature adoption, NPS, expansion (where a CP is not allocated), product feedback, customer experience, contract renewals, on-boarding and collaboration with other teams.
- Coordinate key new customer onboarding.
- Be responsible for line management tasks such as annual reviews, salary rounds and HR/People related topics supported by Head of Customer Success.
- Orchestrate the team to follow the enterprise account management playbooks to delight customers.
- Become the trusted advisor for the enterprise customers in the team by building and fortifying relationships with client leadership.
- Ensure high quality customer experience to new and existing customers.
- Enhance employee engagement and skills development within the team Improve feature adoption and cross sell services across the customer base.
- Minimise customer churn and increase revenue.
- Identify and take action on bottlenecks and areas of improvement.
- Communicate upwards to Head of Customer Success optimally on team performance and needs and help to develop the APAC region and team.
- Recruit, onboard and development a growing team of CSA’s and CSM’s
Job Type: Full-time
Pay: $50,000.00 - $80,000.00 per month
Application Question(s):
- How many years of experience do you have managing and mentoring a Customer Success team? Please include the size of the teams you've led and your approach to driving their performance.
- Describe a time when you successfully coached or developed a team member into a high performer or promoted role. What strategies did you use to support their growth?
- Have you led initiatives that directly reduced customer churn or improved revenue growth by identifying and resolving process or product bottlenecks
Work Location: Remote
举报职位
