Openings >> Head of Customer Success
Head of Customer Success
Title:Head of Customer Success
Department:Customer Success
Location:India - Bangalore

Job Title: Head of Customer Success
Location: Bangalore, India
Shift Time: 9:00 PM To 6:00 AM

Job description

The position serves as a key member of the Global Customer Success leadership team. As the head of customer success in India, you will have the responsibility of leading a highly skilled team of customer success managers based in India who are responsible for ensuring that global customers achieve their expected business outcomes with Milestone product and solutions. You will work closely with Senior Leadership, Sales, Product Management, Engineering, other Customer Success teams and COE to safeguard customer retention and account growth.

You will have the responsibility to hire, motivate, develop and retain quality customer success managers in India; localize and ensure adherence to customer success management processes; leverage systems and tools to drive productivity; and leverage metrics to improve performance of the team.

Primary Responsibilities

  • Drive team strategy and execute superior customer success management to global customers
  • Lead a team of CSMs in Bengaluru and Ahmedabad. Lead by example to cultivate and maintain Milestone culture and best practices within the team
  • Lead a team of CSMs who are responsible for
    1. Building long-term trusting relationships at all levels with their customers and realizing full value from their investment with Milestone
    2. Working with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals
    3. Continually assess customer progress toward stated goals and drive expected results in the areas of adoption, usage, business value, friction and overall relationship
    4. Engaging regularly with customers via strategic and operational discussions to evaluate needs and strategic direction
    5. Acting as trusted advisors, educate customers on value derived from Milestone and additional opportunities
    6. Being the customer’s advocate inside Milestone to meet customer’s needs
    7. Ensuring customer retention and account growth
  • Manage and develop a highly motivated team of CSMs, including hiring, motivation, professional development, and retention
  • Identify and facilitate training programs that will improve product knowledge, technical skills, process know-how and customer handling skills of team members
  • Localize and implement processes, systems, and technology to operationalise and improve the CSM function in India. Work with other teams to optimize the customer experience
  • Ensure integration of your team with other functions, such as sales, product, engineering, COE and other customer success teams by defining touch-points, hand-offs, SLAs, etc.
  • Handle customer and internal escalations and deal personally with difficult customer situations and issues. Work with the relevant teams to identify, prioritize and resolve customer issues in order to meet customer objectives and goals
  • Define, track and improve operational metrics for effective CSM operations
  • Feed “Product Intelligence” and “Customer Intelligence” to the product, engineering, COE and customer success teams
  • Continuously identify ways of process improvement and increasing productivity of the team

Required Skills/Experience

  • 8+ Years experience in strategic advisory services, account management or previous customer success management
  • 5+ years managing customer facing teams working with global customers
  • Proven leadership and interpersonal skills with ability to influence, work, establish and maintain influential relationships with customers and cross functional team members
  • Track record in building and maintaining strong, trusting relationships with a diverse set of internal and external constituencies including senior level executives and functional teams
  • Strong understanding of business drivers, processes and delivering solutions that meet customer’s expected business outcomes
  • Excellent organization and project management capability
  • Excellent communications skills, both in written and verbal communications, with the ability to deliver effective group presentations, group facilitation and one-on-one consultation is a must
  • Ability to analyze and enhance best practices, processes and procedures to improve efficiency and effectiveness of customer facing teams
  • Must have the ability to multitask in a dynamic, fast paced environment
  • Self motivated, flexible and results driven
  • Comfortable carrying a quota
  • Bachelor’s degree. MBA is preferred

Preferred Knowledge, Skills, Abilities, And Background

  • Experience and/or domain knowledge in digital marketing highly desirable
  • Experience in sales or account management
  • Highly energetic, with a passion for helping customers achieve expected business outcomes
  • Willingness to 'roll up sleeves' and assist wherever needed
  • Strong people leadership skills who can inspire confidence in team
  • Analytical problem solver with critical thinking capability

About Milestone Inc

Milestone Inc is a leading digital marketing software and services company, providing solutions to the lodging industry. For more than 16 years, Milestone has been a pioneer and provider of internet marketing software and services, including website design, CMS, mobile sites, content creation, Social Media Management software, Reputation Management software, and SEO for worldwide clients across multiple industries.

Top Reasons to work for Milestone:

  • Work in an innovative digital marketing software + services organization
  • Great place to learn with phenomenal growth opportunity
  • Stable and rapidly growing company
  • Opportunity to work with a fun, amazing and talented team
  • Great benefits – Mediclaim and paid holidays (per year)
  • Exciting and innovative work environment
  • Employee referral incentive program


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