LetsBeco - Manager - Customer Success (5-7 yrs)

Who we are :

At Beco, we're dedicated to making sustainability accessible and convenient for all.

As a fast-growing FMCG start-up, we have ambitious plans to scale rapidly over the next five years.

To help us achieve this, we're looking for a sales associate who can join us in building and growing our enterprise business, Pan India.

Are you someone who:

- Has a "get it done" mindset.

- Brings passion and a positive attitude.

- Can thrive in fast-paced environments.

- Committed for the long term.

- Focused on speed and execution.

What will you do at Beco:

- Develop and implement a customer success strategy to enhance satisfaction, loyalty, and retention while driving upsell opportunities.

- Design and manage effective onboarding and training processes to ensure seamless product adoption and customer engagement.

- Build strong customer relationships, address escalations, and proactively resolve potential issues using customer health metrics.

- Lead and mentor the customer success team, fostering a culture of advocacy, collaboration, and continuous improvement.

- Analyze customer success data to identify trends, improve processes, and provide actionable insights for product and service enhancements.

- Oversee customer support and issue resolution to ensure timely responses and maintain a positive customer experience.

- Establish reporting frameworks to communicate customer success metrics and health to internal stakeholders.

Key Requirements:

- Bachelor's degree in business, marketing, or a related field (MBA preferred).

- 5+ years of experience in customer success, account management, or related fields, with at least 3 years in managing a team.

- Proven track record of improving customer satisfaction, retention, and lifetime value.

- Strong experience in building and scaling customer success teams.

- Excellent interpersonal and communication skills, with the ability to build relationships at all levels.

- Strong problem-solving skills and a customer-first mindset.

- Proficiency in CRM software, customer success platforms, and data analytics tools.

- Experience working cross-functionally with product, sales, and marketing teams.

Key Performance Indicators (KPIs):

- Customer satisfaction scores (CSAT, NPS).

- Customer retention and churn rates.

- Customer lifetime value (CLV).

- Upsell and cross-sell success rates.

- Onboarding time and customer adoption rates.

- Response and resolution time for customer issues.