
Group Manager
1 day ago
About the Opportunity:
We are looking for a dynamic and experienced Group Manager for Customer Success to lead our Indian SMB market efforts and support our operations.
Main Responsibilities:
- Team Leadership & Management
- Lead a team of customer success managers responsible for ensuring SMB customers in India receive top-notch support and guidance.
- Develop and implement strategies to drive customer satisfaction, retention, and growth within the SMB sector in India.
- Set clear performance expectations, KPIs, and goals for the team, and conduct regular performance reviews and coaching sessions.
- Optimize customer onboarding, engagement, training, and support processes to enhance the overall customer experience.
- Collaborate with Product, Sales, and Marketing teams to ensure customer feedback informs product development and marketing strategies.
- Work closely with the Support team to resolve customer issues promptly, ensuring high satisfaction levels.
- Provide valuable insights and contribute to the development of new customer success tools, processes, and technologies.
- Analyze customer data and success metrics to evaluate team performance, customer satisfaction, and overall success.
- Report on customer success KPIs (e.g., NPS, retention rates, churn) and provide actionable insights for continuous improvement.
- Implement tools to reduce dependence on manual processes.
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