Director - Account Management

What We Have:
Market Size: Massive multi-billion $ global market opportunity. We have ambitions of going global and building a company that outlives us. In the near term, we want to get to $ 100 M in ARR by 2025 .
Leadership: Culture-obsessed, results-driven, retention-focused founding team.
Marketing: Results-driven team that ensures enough opportunities come your team s way to achieve targets.
Product: Product, Tech, and Data Science-centered team that s building the future tech and ops stack for B 2 C sales.
Current Sales+ CS Team: Founder-led. A ridiculously effective and hard-working group that s on track to get to $ 10 M + ARR this year. Your task is to help grow this team.

Responsibilities:
Drive Customer Success Outcomes: Increase renewals, reduce churn, identify up-sell opportunities, influence increased life-time-value through higher product adoption and customer health scores, and drive growth through increased advocacy and customer reference-ability.
Lead the overall journey for Customer Success: Map the customer journey and develop interventions for each step, drive engagement with customer marketing, analyze data and customer feedback, and continuously improve the customer experience.
Manage Customer Success Activities such as onboarding, training, services, customer success management, support, account management, up-sells, and advocacy.
Build and Lead a World Class Customer Success team: Recruit, train, and manage high-potential individuals including Customer Success Reps, Operations, and Support.
Measure the effectiveness of the Customer Success team with key goals, operational metrics, and outcomes for the team
Technology and Systems for Effectiveness: Set up systems and tools for managing customer relationships, tracking data, and improving referenceable.
Work closely with customer stakeholders (Sales, Product, and Marketing) to establish a stronger customer relationship and experience
Align with Product Marketing to market to existing customers and increase engagement
Align with Product Managers to drive product roadmap based on customer feedback and usage data
Align with Sales for driving retention and up-sells by improving engagement and retention

Requirements:
This is a Product-Led service role. The ideal candidate combines expertise in Customer Success and/ or Sales.
Past Experience:
4 6 years of relevant work experience;
You ve led a team for at least 2 years and have managed at least 2 3 folks.
You ve preferably worked in Analytics/ consulting, SaaS/ CRM, and/ or call center solutions in the Indian market.
Persona:
You have strong customer empathy, a desire to drive revenue and business outcomes
You drive outcomes through persuasion, negotiation, and building consensus with external and internal stakeholders
You re a leader with the ability to inspire others and drive outcomes as a unit

Skills
You have excellent communication and presentation skills
You re analytical and process-oriented, with the ability to make data-aware decisions
You have a great understanding of the call center business models and their value drivers

Logistics:
Joining Date: ASAP
Compensation: 25 35 LPA +incentives
You ll be reporting to the overall Sales and Marketing Leadership
Location Delhi-NCR/ Bangalore. You ll be expected to travel extensively.