Customer Successchevron_rightManager, Customer Success

Manager, Customer Success

The Manager, Customer Success is responsible for managing a team of customer success specialists who are charged with ensuring that our customers are successful in achieving their goals. The Manager, Customer Success is also responsible for developing and executing strategies to improve customer suc... View More

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track_changesImprove Customer Success team’s efficiency to impact revenue metrics

tagIncrease Net Promoter Score by 50%
tagAchieve 90% customer retention
tagReduce new tickets by 25%
tagReduce repeat issue tickets by 30%

track_changesImpact revenue metrics

tagMaintain a minimum Net Promoter Score of X
tagAdd net new ARR of $250K through 10 up-sells
tagMaintain a minimum 95% customer retention quarter-on-quarter

track_changesIncrease Net Promoter Score by 50%

tagInterview 80% of customers who churned and document reasons for churn
tagGet 25 testimonials from clients who are advocates
tagIdentify and document 20 product improvements by speaking to 50 clients

track_changesMake value experience faster

tagIncrease feature adoption in first month by 20%
tagReduce data processing time from 5 to 1 days
tagReduce onboarding cycle time from 7 to 3 days
tagLaunch email campaign to 100 new customers on 5 features adoption with feature benefits along with customer testimonials
tagIncrease feature adoption in first month by 20%
tagReduce data processing time from 5 to 1 days by automation
tagReduce onboarding cycle time from 7 to 3 days

track_changesImprove Customer Success team efficiency

tagWork with product and engineering team to fix 10 repeat issues and reduce tickets by 30%
tagUpdate 100% help documentation for small clients
tagImplement SLAs for large, medium and small clients
tagImplement customer support chatbot solution and reduce tickets by 25%
tagSave 2 FTE Customer Support hires by handling 30% more ticket volume from the current team
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