Customer Success Manager

Key Responsibilities: • Manage and mentor cross-functional teams (Customer Success, Help Desk, Renewals) to improve collaboration and efficiency.• Restructure workflows across Customer Success, Help Desk, and Renewals to eliminate silos.• Define clear roles, workflows, and escalation paths to address resource gaps.• Foster a culture of proactive customer engagement and data-driven decision-making.• Streamline ticket resolution (Help Desk), onboarding (CS), and renewal processes to reduce bottlenecks.• Implement KPIs (e.g., CSAT, First Response Time, Renewal Rate) and reporting to track performance.• Monitor real-time metrics (CSAT, AHT, First Contact Resolution) and adjust resourcing.• Leverage automation (CRM tools) to maximize limited resources.• Personally handle high-priority escalations (e.g., cancellation threats, VIP complaints) and coach teams on resolutionstrategies.• Develop playbooks for at-risk accounts to prevent churn and restore trust.• Collaborate with Product and Engineering to address recurring pain points.• Reduce Average Handle Time (AHT) by refining workflows, macros, and training.• Implement SLAs for escalation tiers (e.g., response time for "Critical" vs. "High" tickets).• Work with the Renewals team to identify at-risk accounts and create recovery plans.• Partner with Customer Success to ensure adoption, expansion, and high NPS.• Address escalations from the Help Desk team to prevent churn.• Prioritize tasks and reallocate resources dynamically to meet demand.• Advocate for tooling investments (e.g., chatbots) to offset resource gaps.• Hire/train specialists (e.g., technical support for high-touch accounts) as resources allow.• Building Personalized Learning Paths to upskill employees with personalized learning paths.• Weekly/Monthly Reports:a. Deliver concise, data-driven updates to leadership on:Cancellation trends (root causes, saved accounts, at-risk MRR). And Support performance (AHT, CSAT, backlog,overseas bottlenecks). And Renewal forecasts and risks (with actionable recommendations).b. Board-Ready Insights: Translate operational metrics into business impact (e.g., "AHT reduction saved $X in labor costs").c. Ad-Hoc Briefings: Flag systemic issues (e.g., product gaps driving escalations) to execs with proposed solutions.d. Customer Success & Retentioni. New MRR, Expansion MRR, Churned MRR, Net Retention.ii. Customer Health Score: Combines product usage, support tickets, NPS, and engagement to predict churn.iii. Churn Analysis: Gross & Net Churn Rate (MRR/ARR lost, including downgrades). And Reason Breakdown(product gaps, pricing, competition, poor support).iv. Renewal Forecast: Upcoming renewals (by segment: SMB, Mid-Market, Enterprise) with risk levels.Requirements:• 5+ years in customer service/customer success management (SaaS preferred).• Experience managing help desk, renewals, or CS teams in a resource-constrained environment.• Strong grasp of SaaS metrics (ARR, Churn, Expansion Revenue).• Proficiency with CRM, and analytics tools.• Problem-solver who thrives in fast-paced, scaling environments.• Time-management, planning skills and ability to meet goals, stay organized and maintain a positive attitude.• Experience in customer support is necessary and Analytical and process-oriented mindset.• Strong negotiation and decision-making skills and strong communicator with excellent writing skills.• Ability to prioritize tasks and manage multiple projects and responsibilities simultaneously.• Ability to function well in a high-paced and at times stressful environment.• Self-motivated, proactive, enthusiastic, eager to learn, and friendly and personable with others.• Market knowledge with proficiency with technology including basic computer operations.• Excellent listening, negotiation and presentation abilities.• BA/BS degree in Business Administration, Sales or relevant field.