Customer Success Strategic Development Lead ITSoftware

Overview

Key Responsibilities

• Lead the strategic development of customer success programs and initiatives.
• Collaborate with crossfunctional teams to align customer success strategies with overall business objectives.
• Develop and implement customer success plans to drive adoption expansion and loyalty.
• Track and report on key metrics related to customer success initiatives.
• Identify opportunities for process and operational improvements within the customer success function.
• Provide leadership and guidance to the customer success team ensuring alignment with strategic goals.
• Conduct regular reviews and analysis of customer success programs to identify areas for growth and improvement.
• Build and maintain strong relationships with key clients and stakeholders.
• Stay updated on industry trends and best practices in customer success and account management.
• Collaborate with sales and marketing teams to ensure seamless customer journey and experience.
• Support the development and implementation of customer feedback and satisfaction programs.
• Participate in strategic planning and decisionmaking processes related to customer success initiatives.
• Drive customer successrelated communication and engagement strategies.
• Contribute to the development of customer success training and onboarding programs.

Required Qualifications:

• 810 Years required Experience with in Software / IT product.
• Bachelors/Masters degree in Computer Science and with Pref MBA/Business Administration or related field.
• Proven experience in a customer success account management or strategic development role.
• Demonstrated experience in leading and developing strategic initiatives in a customerfacing role.
• Strong understanding of customer success metrics and KPIs.
• Excellent analytical and problemsolving skills.
• Exceptional leadership and communication abilities.
• Ability to collaborate and influence crossfunctional teams.
• Experience in developing and implementing customer success strategies and programs.
• Proficiency in CRM and customer success management tools.
• Proven track record of driving customer satisfaction and retention.
• Strategic planning and project management skills.
• Ability to thrive in a fastpaced and dynamic environment.
• Keen attention to detail and resultsoriented mindset.
• Strong business acumen and customercentric mindset.
• Understanding of SaaS and subscriptionbased business models (preferred).

strategic planning,business development,communication,account management,customer,management,customer acquisition strategies,software product management