Head - Customer Success - B2B SaaS (12-18 yrs)

About the Role:

Client is growing exponentially, and we are looking to hire a Leader for Customer Success and Account Management to help lead and scale our business.

This role will report into our Chief Operating Officer.

We are a customer centric organization and Customer Success is at the heart of everything we do. Our customers include India's largest manufacturers and logistics service providers, who partner with us to digitize and transform their supply chains.

This role requires a combination of leadership skills, strategic thinking, customer-centric mindset, and cultural awareness specific to the Indian market. The ability to build strong relationships, drive results, and adapt to changing dynamics is crucial for success.

You will own high impact customer outcomes for CEOs, CFOs, CIOs, Supply Chain leaders and other stakeholders at our customer organizations.

Key responsibilities:

1) Own customer outcomes. Identify the metrics that matter to our customers and drive results to deliver quantifiable impact to their business.

2) Improve customer experience, deliver customer value , increase revenue and reduce costs. We go a step beyond and help our customers' customers as well.

3) Build long term relationships with our customers and key stakeholders

4) Be responsible for annual recurring revenue, upsell and cross sell opportunities, customer NPS and retention. Drive account development & expansion

5) Advance our competitive intelligence and consultative selling efforts by updating your team's playbook with the latest sales and engagement strategies.

6) Represent FT and our values. As a leader, you will represent us not only to our customers but also the industry. Put the customer first in everything you do.

7) Establish an effective feedback loop that surfaces the voice of customers and influences product teams to evolve product and Services to support customers' success.

8) Attract world class talent and lead a high performing team across customer success and account management.

9) Resolve customer escalations related to day to day operation , Platform & Product related issues, customer new requirement etc

Preferred qualifications:

- You have a track record of delivering customer outcomes. 13 - 16 years total experience with at least 5 years in a customer oriented leadership role in a SaaS, Enterprise Software and/or Supply Chain consulting or third party logistics experience preferred.

- Experience in managing enterprise customers (preferably Indian customers) and own revenue/NRR targets

- Preferred MBA or Engineering graduate with reputed institutes

- You have the ability to navigate uncertainty and ambiguity; steer the team with conviction in a fast paced environment.

- Ability to balance analytical decision making with intuition and sound judgment.

- A strong communicator with the ability to influence a wide range of internal and external stakeholders.

- Demonstrated ability to lead, mentor, and develop high-performing teams.

- The ability to demonstrate value is a key communication skill for this role. Process-oriented mindset

- If you are a strategic thinker with a passion for customer success and leadership, we invite you to join our team and help us drive customer satisfaction and growth.