Head - Customer Success

Role & responsibilities:

• Lead & Manage the CS Function and the Team: Oversee a dynamic team of 10 Customer Success Consultants (CSCs), providing coaching, mentorship, and guidance to ensure optimal performance, development, and client success outcomes.
• Client Strategy & Relationship Building: Drive strategic relationships with key clients, collaborating with the team to ensure their long-term success and identify opportunities for expansion.
• Onboarding Excellence: Ensure seamless onboarding processes for new clients and drive successful implementation through close collaboration with internal stakeholders.
• Account Performance & Continuous Improvement: Take ownership of client account health, conducting regular performance reviews to identify areas for growth, implementation of best practices, and ensuring client retention.
• Leadership & Reporting: Monitor team progress, set clear performance expectations, and provide regular feedback. Develop and implement performance metrics to track and enhance the teams overall success.
• Collaborate Across Functions: Work closely with product, sales, and support teams to ensure the delivery of high-quality customer experiences, gathering feedback and promoting product enhancements.
• Drive Innovation: Champion improvements to the customer success process, using data-driven insights and a solutions-oriented approach to deliver increased value to our clients.
• Client Advocacy & Issue Resolution: Act as an escalation point for high-priority issues, leading efforts to resolve problems promptly while maintaining high customer satisfaction.

Preferred candidate profile

• Leadership Experience: Proven experience leading and managing customer success teams, with a track record of developing high-performing teams.
• Experience in Customer Success & Account Management: At least 6+ years in customer success, account management, or a related role, with at least 2 years in a team leadership capacity.
• Strategic Thinking: Strong ability to develop customer success strategies, align with business goals, and drive customer satisfaction, retention, and growth.
• People-Oriented Leader: A natural mentor and coach who can inspire and motivate a team while also handling day-to-day management tasks efficiently.
• Communication & Interpersonal Skills: Excellent written and verbal communication skills, with the ability to present, negotiate, and influence at all levels.
• Tech-Savvy: Experience using CRM software and customer success tools to manage and track team and client performance effectively.
• Data-Driven: Comfortable using data to drive decisions and optimize customer success strategies.
• Proactive & Results-Oriented: Self-starter who can balance the needs of clients with the internal priorities of a fast-growing startup.
• Industry Knowledge: Familiarity with AI, SaaS products, or technology-driven solutions, and the ability to communicate complex technical concepts clearly.

Perks and benefits

• Innovative Environment: Be part of a company at the cutting edge of AI and automation technology.
• Make an Impact: Play a crucial role in ensuring our clients achieve success with Jeeva.ai, contributing directly to our growth and expansion goals.
• Dynamic Team: Join a passionate, ambitious team that is driven by our mission and values.
• Growth Opportunities: As we scale, so will your career opportunities.