Customer Success Lead

Responsibilities:

We are seeking a passionate and experienced Alumni Relationship Professional to lead a team of Customer Success Managers and Relationship Managers. The ideal candidate will have hands-on experience in alumni relations, a deep understanding of institutional challenges, and a track record of implementing impactful engagement strategies.

• Lead a team of Customer Success Managers and Relationship Managers.
• Understand customer goals and challenges and map Vaave's solutions to ensure measurable outcomes.
• Oversee the successful implementation of initiatives by the Customer Success Managers.
• Generate opportunities (leads) for the upsell team through close collaboration with institutions and by identifying additional value areas.
• Drive outreach and awareness of Vaave's products, services and leadership programs across the institution.
• Design structured playbooks and best practices to guide the Customer Success team in delivering consistent and high-quality customer outcomes.
• Collaborate with Product, Sales, Marketing, and Support teams for seamless customer experience.
• Track OKRs for customer success and engagement initiatives.
• Share customer feedback with internal teams to influence product and process improvements.

Key Skills/Activities:

• Proven expertise in driving customer success within SaaS (Software as a Service) environments.
• Skilled in identifying upselling opportunities and delivering additional value through strategic account management.
• Exceptional communication skills with the ability to build strong relationships, influence stakeholders, and convey complex ideas clearly.

Expectations:

• Have a strong conviction about the idea of ‘Vaave’
• Ability and willingness to communicate with others in a positive manner; demonstrate empathy and active listening.
• Good communication skills.
• Demonstrate timely, accurate, and professional customer service.
• Maintain a positive and professional demeanor and portrays the company in a positive light.

Experience:

2-3 years

Remuneration:

As per company norms

Location:

Hyderabad (In Office Only)