Customer Success and Retention Team Lead

Roles and Responsibilities :

• Lead a team of customer success professionals to ensure high levels of customer satisfaction, retention, and growth.
• Develop and implement strategies to drive customer acquisition, onboarding, and engagement through effective communication channels.
• Collaborate with cross-functional teams to identify areas for improvement in the customer journey and develop solutions to address them.
• Analyze key performance indicators (KPIs) such as churn rate, Net Promoter Score (NPS), and Customer Health Scores to optimize customer success initiatives.

Job Requirements :

• 1-10 years of experience in a similar role within IT services or consulting industry.
• Proven track record of driving successful customer relationships through excellent communication skills and problem-solving abilities.
• Strong understanding of SaaS products/services and their applications in various industries.
• Excellent analytical skills with ability to interpret data insights from tools like NPS surveys, CSAT scores etc.