Unacademy - Associate Director - Customer Success (2-6 yrs)

Company: Graphy.

Job Overview:

The Associate Director of Customer Success at Graphy plays a pivotal role in ensuring that customers achieve their goals and maximize revenue potential through the platform.

This role focuses on strategic account management, overseeing onboarding, and driving long-term customer satisfaction and success within a revenue-share model.

Key Responsibilities:

Customer Success Strategy & Revenue Growth:

- Lead the Customer Success team in driving customer retention, growth, and satisfaction within a revenue-share framework.

- Identify upselling and cross-selling opportunities to increase revenue share with customers, ensuring alignment with customer goals.

- Develop and implement customer success strategies that enhance the customer lifecycle, from onboarding to renewal, aimed at achieving mutual revenue growth.

Onboarding Management:

- Own the customer onboarding process, ensuring smooth transitions from sales to customer success.

- Design and oversee onboarding processes to help new customers quickly realize the value of Graphy's platform.

- Collaborate with internal teams to customize onboarding experiences according to customer needs, industry standards, and business objectives.

Team Leadership & Development:

- Mentor, manage, and grow the Customer Success team, fostering a customer-centric and results-driven culture.

- Conduct regular 1-on-1s, performance evaluations, and training sessions to ensure team alignment and goal achievement.

- Oversee account and team shuffling as needed to ensure equitable distribution of customer accounts.

Customer Retention & Satisfaction:

- Proactively monitor customer health and develop strategies to address potential churn risks.

- Conduct quarterly business reviews (QBRs) to review revenue performance, discuss future growth plans, and demonstrate the value Graphy provides.

- Track key performance metrics, including Net Promoter Score (NPS) and revenue growth, to evaluate customer satisfaction and success.

Customer Advocacy & Feedback Loop:

- Act as the voice of the customer within the organization, relaying customer feedback to product, support, and marketing teams.

- Work closely with cross-functional teams to ensure customer feedback is used to improve Graphy's offerings, driving better retention and growth.

- Advocate for customer needs, working with product and technical teams to prioritize issues and product requests that enhance customer value and retention.

Reporting & Analytics:

- Track and report on customer success metrics, including revenue growth, customer health, NPS, and customer satisfaction.

- Use analytics to identify trends, forecast customer growth, and drive data-informed decision-making.

- Provide insights and actionable reports to senior leadership on customer success performance and revenue metrics.

Required Qualifications:

- Proven experience in Customer Success, Account Management, or similar roles, preferably in a SaaS or revenue-share business model.

- Strong understanding of revenue-based partnerships and the unique needs of customers within this model.

- Exceptional communication, strategic thinking, and problem-solving skills.

- Demonstrated ability to lead, inspire, and grow customer-facing teams in a high-growth environment.

Preferred Qualifications:

- Experience in customer onboarding, account strategy, and team management.

- Background in education technology or a similar industry.

- Strong analytical skills and a data-driven approach to decision-making.

- This role requires a proactive, strategic mindset focused on building lasting customer relationships, driving revenue, and maximizing customer satisfaction across the entire lifecycle.

- The Associate Director of Customer Success will be instrumental in scaling customer success at Graphy, directly impacting the company's growth trajectory.