Customer Success Strategist

12 hours ago

Hyderabad City Taluka, Pakistan beBeeStrategist Full time $100,000 - $150,000
Job Description:

Digital transformation demands a Customer Success Strategist who can drive efficiency and effectiveness in our Customer Success (CS) team. This role will focus on leveraging data-driven insights, process automation, tool optimization, and cross-functional collaboration to enhance customer retention, reduce churn, and improve overall customer engagement.

Key Responsibilities:
  1. Data & Analytics for CS Strategy
    • Define, track, and analyze key customer health metrics such as retention, churn, and Net Dollar Retention (NDR).
    • Provide actionable insights and reporting on CS performance, customer behavior, and key trends.
    • Segment customers to enable personalized engagement strategies.
  2. Tool & Process Optimization
    • Own and optimize Customer Success tools to streamline CS operations efficiently.
    • Implement and automate workflows (e.g., lifecycle playbooks, alerts) to scale CS processes seamlessly.
    • Ensure accurate and reliable data integrity across all systems.
  3. Cross-functional Collaboration
    • Work closely with Customer Success, Marketing, Product, and Platform Ops teams to develop targeted customer onboarding and engagement initiatives.
    • Facilitate smooth handoffs between Sales → Onboarding → Customer Success to ensure seamless customer experiences.
    • Deliver data-driven insights to the Customer Success team to enhance customer experience and feature adoption.
  4. Customer Journey & Retention Strategies
    • Design customer engagement frameworks primarily focused on Revenue Growth and Net Dollar Retention (e.g., onboarding programs, automated playbooks).
    • Track adoption and engagement trends to proactively identify churn risks and opportunities.
    • Support CSMs in upsell and expansion opportunities through predictive analytics.
  5. Reporting & Forecasting
    • Build dashboards and reports for Customer Success leadership to track customer success impact, mapped to the KPIs for the function.
    • Forecast churn risk, expansion revenue, and retention trends to inform business decisions.
    • Measure and report on customer feedback metrics (CSAT, NPS, CES).
Qualifications & Skills:
  • A minimum of 5 years of experience in a Customer Success Operations, Revenue Operations, or Business Operations role.
  • Strong expertise with CS tools such as ChurnZero, Gainsight, Power BI.
  • Experience in data analysis, segmentation, and reporting (Excel, SQL, or BI tools like Tableau or Looker).
  • Proven ability to automate workflows and playbooks to scale CS processes efficiently.
  • Strong understanding of customer retention, churn analysis, and expansion strategies.
  • Ability to work effectively with cross-functional teams, including Sales, Marketing, and Product & Engineering.
  • Excellent communication skills to translate data-driven insights into actionable strategies.
  • Knowledge of customer feedback frameworks (CSAT, NPS, CES) is an asset.
Why You'll Thrive at Our Organization:
  • We empower innovation.
  • We prioritize employee development.
  • We value well-being.
  • We recognize individual contributions.
  • We foster diversity and inclusion.

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