Customer Success Lead

Job Title: Customer Success - Retention and Upselling

Job Overview:
We are seeking a dynamic and experienced Customer Success to lead our customer retention and upselling efforts. The ideal candidate will be responsible for developing and executing strategies to ensure customer satisfaction, loyalty, and revenue growth. This role requires deep understanding of customer success principles, and a proven track record of driving retention and upselling initiatives.

Responsibilities:

• Develop Retention and Upselling Strategy:
• Design and implement comprehensive strategies to maximize customer retention and drive upselling opportunities for Scalefusion.
• Analyse customer data and feedback to identify areas for improvement and growth.
  
• Customer Relationship Management:
• Build and maintain strong relationships with key customers, understanding their business needs and incorporate Scalefusion as the needs.
• Act as the primary point of contact for escalated customer issues and ensure timely resolution.
• Manage NPS survey for the company.
  
• Cross-Functional Collaboration:
• Collaborate closely with sales, marketing, product, and support teams to align customer success initiatives with overall company goals of Customer Retention and Upselling.
• Provide insights and feedback to internal teams based on customer interactions and feedback.
  
• Customer Onboarding and Adoption:
• Oversee the onboarding process for new customers, ensuring a smooth transition and successful adoption of Scalefusion.
• Ensure and develop resources to educate customers on product features and best practices.
  
• Retention and Churn Management:
• Monitor customer health metrics and proactively identify potential churn risks.
• Develop and execute retention strategies to mitigate churn and increase customer lifetime value.
  
• Upselling and Upgrades
• Ensure Meet given targets of upsell & upgrades,
• Identify opportunities for upselling additional licenses to existing customers.
• Work closely with sales teams to develop targeted upselling campaigns and initiatives.
• Stakeholder Reporting
• Should be able to do Strong internal Business reporting.
• Should be able to do Customer reporting MBR & QBR

Qualifications:

• Bachelor's degree in business administration, marketing, or a related field. Master's degree preferred.
• Proven relevant experience in a customer success management role of 7-10 years of total experience in customer success, with a focus on retention and upselling in a B2B environment.
• Total Experience on Customer Experience & Upselling 7-10 Years.
• Strong experience on multiple account management.
• Strong understanding of customer success principles, methodologies, and best practices.
• Excellent communication, negotiation, and interpersonal skills.
• Ability to analyze data, identify trends, and develop actionable insights.
• Results-oriented mindset with a track record of achieving targets and driving revenue growth.
• Experience working with License based software and other customer management tools.
• Strong problem-solving skills and the ability to thrive in a fast-paced, dynamic environment.