About the Job :
As a Lead, Customer Success, Upper SMB, you will report to the Manager, Customer Success, Upper SMB. You will be responsible for leading a team of Customer Success Managers in our Nashville and Islamabad offices to achieve their goals aligned to customer satisfaction, retention and growth.
You will work with all members of the Customer Success leadership team along with other departments to ensure that our CSMs are able to help our customers achieve business success through KeepTruckin’s suite of solutions.
This role is located in Islamabad, PK.
Support in the development of a World Class Customer Success organization at KeepTruckin
Lead a team of Customer Success Managers to ensure that as an organization we deliver on the value that was promised to our customers at their time of sale
Support your team to deliver engaging data driven and professional Executive Business Reviews to all of their accounts
Coach and lead to drive exceptional customer retention and renewal rates, cross-sell / upsell opportunities, continued adoption and happy reference-able customer
Advocate for the user to help drive product innovation and company wide alignment around our customers
Partner with Sales to ensure expansion opportunities are identified through Customer Success Qualified Leads and closed successfully
Review and provide feedback around the effectiveness of programs through metrics, dashboard, and regular analysis of our systems and processes
Support and assist in resolving customer escalations, including participating in customer communication, developing a strategic solution and working collectively with other departments to ensure customer satisfaction
Ensure systems and communication lines for CSMs to work with Support are open allowing them to always be aware of Tier I level issues and to support in the timely resolution of Tier II and Tier III issues
Promote a customer-centric mindset across the company and align initiatives across cross-functional teams as measured by exceptional NPS scores
Recruit, mentor and inspire a World-Class team
Excellent written and verbal communication skills
5+ years of customer facing experience in consulting, customer success, sales or support roles
2+ years experience in management
Ability to influence Product, Support, Sales and BizOps teams to get things done for our customers
Comfortable in a fast-paced environment that requires strong time-management and prioritization skills
Receptive to feedback, willingness to learn and embrace continuous improvement
Professional client facing skills including but not limited to strong presentation abilities, thoughtful question asking and negotiation abilities when needed
Experience using Salesforce and Gainsight preferred
As an equal opportunity employer, we are committed to diversity in the workforce. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally recognized basis, including, but not limited to;
race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, gender identity, age (40 and over), national origin or ancestry, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status or any other status protected by federal, state or local law.