Customer Experience Leader

1 week ago

Hyderabad City Taluka, Pakistan beBee Careers Full time
About the Role

Keka has revolutionized HR platforms with a steadfast focus on employee-centricity. Over 4000 businesses worldwide have adopted our platform, making us India's top player in the segment. We're built by our employees, driven by passion and ownership. Our open culture encourages innovation across departments.

Job Summary

You'll oversee Customer Success Managers to deliver exceptional customer experiences. Your responsibilities include driving satisfaction, retention, and growth by ensuring customers achieve their goals using our product or service. You'll also handle complex customer issues and lead the team to meet KPIs and organizational objectives.

Key Responsibilities
  1. Team Leadership & Development: Lead and mentor a team of Customer Success Managers to provide exceptional customer service. Conduct regular meetings, one-on-ones, and performance reviews. Foster a positive, collaborative, and results-driven team culture.
  2. Customer Engagement & Relationship Management: Oversee customer interactions, ensuring timely responses and proactive engagement. Build strong relationships with key customers, acting as an escalation point when necessary. Collaborate with Sales, Product, and Support teams to solve customer challenges. Develop and maintain customer health scorecards to monitor engagement and satisfaction.
  3. Customer Retention & Growth: Drive strategies for improving retention and reducing churn. Identify opportunities for upselling or cross-selling, working with the sales team to expand account value. Ensure customers achieve measurable success with our products, leading to contract renewals and long-term partnerships. Monitor and analyze customer success metrics (e.g., NPS, CSAT, churn rate) and provide actionable insights.
  4. Cross-functional Collaboration: Collaborate closely with Sales, Product, and Marketing teams to ensure a unified approach to customer engagement. Participate in onboarding new customers, ensuring a seamless transition from sales to customer success. Serve as a customer advocate within the organization, ensuring customer feedback informs strategic decisions.
Experience & Skills
  • A minimum of 5 years of experience in Customer Success, Account Management, or a related role.
  • At least 1 year of experience managing a team of 8-15 members.
  • A proven track record of driving customer satisfaction and retention in a B2B or SaaS environment.
  • Familiarity with subscription-based models or recurring revenue businesses.
  • Strong leadership, coaching, and mentoring abilities.
  • Excellent communication and interpersonal skills.
  • Analytical and problem-solving skills, with the ability to leverage data for decision-making.
  • Proficiency with customer success software and other CRM tools.
  • The ability to handle high-pressure situations and customer escalations with poise.
Preferred Qualifications
  • Experience in the SaaS industry.
  • Knowledge of industry best practices for Customer Success and Retention.

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