Director Customer Success

iconNCR, IN iconFull-Time

About SquadStack

At SquadStack, we believe that a synchronous combination of Humans + AI is the future of work. We leverage technology to build sales-acceleration solutions for consumer companies across the globe.

 

Our Products: Auctm, SquadIQ, ClassifyIt.

 

We believe that longer-term, people >> product & profits and prioritize culture over everything else.

 

We are looking for individuals with the right mix of hunger, passion, and cultural-fit to help us realize our vision of ‘re-imagining how work gets done’ while building a people-first organization.

 

We are a 150-people team and have raised ~$7.5M. We’re in a high growth phase – to exponentially grow culture, team, products and revenue – in the next few quarters.

 

If you’re excited by this, come build SquadStack with us.

Job Description

You’ll be leading the customer success team driving key outcomes for SquadIQ - allows B2C businesses to outsource sales to virtual, on-demand teams, powered (managed) by A.I.

Core Responsibilities

  • Drive Customer Success Outcomes: Increase renewals, reduce churn, identify up-sell opportunities, influence increased life-time-value through higher product adoption and customer health scores, and drive growth through increased advocacy and customer referenceability, for SMB customers.
  • Lead the overall journey for Customer Success: Map the customer journey and develop interventions for each step, drive engagement with customer marketing, analyze data and customer feedback, and continuously improve the customer experience.
  • Manage Customer Success Activities such as onboarding, training, services, customer success management, support, account management, up-sells, and advocacy.
  • Build and Lead a World Class Customer Success team: Recruit, train, and manage high potential individuals including Customer Success Reps, Operations, and Support.
  • Measure effectiveness of the Customer Success team with key goals, operational metrics, and outcomes for the team
  • Technology and Systems for Effectiveness: Set up systems and tools for managing customer relationships, tracking data, and improving referencability.
  • Work Closely with customer stakeholders (Sales, Product, and Marketing) to establish a stronger customer relationship and experience
    • Align with Product Marketing to market to existing customers and increase engagement 
    • Align with Product Managers for driving product roadmap based on customer feedback and usage data
    • Align with Sales for driving retention and up-sells by improving engagement and retention

Requirements

The ideal candidate combines expertise in Customer Success and/or Sales but combines that with secondary skills on Product-thinking and Analytics.

  • Past Experience: 
    • Overall experience of 7-10 years;
    • You’ve at least had 5 years in customer facing roles; 
    • You’ve led a team for at least 2 years; 
    • You’ve preferably worked in B2B SaaS, Ad-Tech, and/or Analytics domains and sold to / interacted with Indian enterprises
  • Persona:
    • You have strong customer empathy, a desire to drive revenue and business outcomes
    • You drive outcomes through persuasion, negotiation and building consensus with external and internal stakeholders
    • You’re a leader with the ability to inspire others and drive outcomes as a unit

  • Skills
    • You have excellent communication and presentation skills
    • You’re analytical and process oriented, with the ability to make data-aware decisions
    • You have a great understanding of SaaS business models and its value drivers

Logistics 

  • Joining Date: ASAP
  • Compensation: 30-40L+ Stock Options
  • We have flexible working hours and as a leader, we expect you to design your schedule in-line with your outcomes