Customer SuccessManager, 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
Improve Customer Success team’s efficiency to impact revenue metrics
Increase Net Promoter Score by 50%
Achieve 90% customer retention
Reduce new tickets by 25%
Reduce repeat issue tickets by 30%
Impact revenue metrics
Maintain a minimum Net Promoter Score of X
Add net new ARR of $250K through 10 up-sells
Maintain a minimum 95% customer retention quarter-on-quarter
Increase Net Promoter Score by 50%
Interview 80% of customers who churned and document reasons for churn
Get 25 testimonials from clients who are advocates
Identify and document 20 product improvements by speaking to 50 clients
Make value experience faster
Increase feature adoption in first month by 20%
Reduce data processing time from 5 to 1 days
Reduce onboarding cycle time from 7 to 3 days
Launch email campaign to 100 new customers on 5 features adoption with feature benefits along with customer testimonials
Increase feature adoption in first month by 20%
Reduce data processing time from 5 to 1 days by automation
Reduce onboarding cycle time from 7 to 3 days
Improve Customer Success team efficiency
Work with product and engineering team to fix 10 repeat issues and reduce tickets by 30%
Update 100% help documentation for small clients
Implement SLAs for large, medium and small clients
Implement customer support chatbot solution and reduce tickets by 25%
Save 2 FTE Customer Support hires by handling 30% more ticket volume from the current team
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