Pivotroots - Head - Customer Success (8-12 yrs)

Specifically from Martech & Adtech Industry only

PROFESSIONAL SUMMARY

Strategic and customer-centric Customer Success Head with over 8 years of experience in leading high-performance teams within the services industry. Adept at developing and executing customer success strategies to drive customer satisfaction, retention, and revenue growth. Skilled in fostering long-term relationships with clients, improving service delivery, and ensuring alignment between client goals and company capabilities. Passionate about delivering measurable value and exceeding client expectations in every engagement.

KEY SKILLS

- Customer Success Strategy

- Client Relationship Management

- Team Leadership & Coaching

- Service Delivery Optimization

- Churn Reduction & Retention

- Onboarding & Implementation

- Account Management & Upselling

- Cross-Functional Collaboration

- Process Improvement & Standardization

- Contract Renewals & Growth

- Stakeholder Management

The ideal candidate should have:

- Lead a team of Data Analysts, Data Scientists and Account Managers to ensure seamless service delivery and customer satisfaction.

- Developed and executed a comprehensive customer success strategy, focusing on delivering measurable value to clients and improving operational efficiency.

- Collaborated with Sales, Delivery, and Tech teams to align customer needs with service offerings, resulting in increase in customer satisfaction and a reduction in churn.

- Established customer health tracking systems and utilized predictive analytics to proactively identify at-risk accounts, leading to an improvement in retention.

- Designed and launched a comprehensive onboarding program for new clients, reducing onboarding time while ensuring seamless integration of services and early-stage customer success.

- Drove customer advocacy programs by identifying satisfied clients who were willing to participate in case studies, testimonials, and referral programs, increasing new business leads.

- Improved customer engagement by launching regular Business Review Meetings (BRMs) and quarterly reviews, ensuring clear communication of goals, progress, and ROI.