Manager - Customer Success (7-12 yrs)

Introducing our SaaS Product TravelPlus is a corporate travel and expense management platform that works for everyone - www.travelplusapp.com. We launched in Oct'20, and within a short span of two years, 2000+ leading corporates in India from tech unicorns to traditional companies use TravelPlus to manage their entire travel spend. We are the largest player in the corporate travel segment and are backed by marquee investors of the likes of Accel Partners and Goldman Sachs. Headquartered out of New Delhi, we have local presence across Metros. With a backing of 7+ years of hospitality experience running FabHotels, India's biggest and the most preferred premium economy hotels chain with 1200+ hotels in 60+ cities and catering to 2000+ corporate & SME clients, we understand the critical role that both technology and people play in delivering superior corporate travel experiences.

Requirements:

- Leading the customer success team, from building the department to developing it for scalability and sustained growth, with all the people, processes, and strategies optimized in a customer-first manner.

- Adding value to customer relationships and driving the desired customer goals by either actively participating in client discussions or by testing and implementing a proven approach within their team.

- Increasing product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics.

-Collaborating with sales and marketing to create and optimize the upsell and cross-sell strategies the CS team uses to increase ROI.

- Drafting, approving, and implementing compensation plans for the entire CS team with the goal of encouraging productivity and performance and rewarding customer-goal and business-goal achievement.

- Relationship management across the entire CS team, helping others on the team maintain and improve customer relationships.

Requirements-

- Minimum 3 years of experience working as a Customer Success Manager, leading a customer success team with proven performance and specific revenue goal achievement.

- An MBA or related graduate or post-graduate degree is ideal, with a technical undergrad degree being an added advantage. Customer success courses and certifications are nice-to-have, but experience in the field is much more important and often substitutes traditional education.

- Deep understanding of software businesses, with knowledge of both the subscription and renewal models. In some cases, however, CS departments also exist for non software products and services.

- Expert communication skills and the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward.

- Business development knowledge and, ideally, experience growing a business.