ASSAIA RESTAURANT

Customer Success Manager

• Lead, coach and develop the global Customer Success team
• Set goals, assign customer ownership and maintain active success plans
• Own Customer Success playbooks, tooling, metrics and operating model
• Review account health and personally handle escalations and at-risk customers
• Define and report KPIs including time-to-value, adoption, customer health, net revenue retention and referenceability
• Represent Customer Success in the leadership team
• Hire, onboard and build team capabilities
• Own outcomes for strategic customer accounts
• Understand customer operations and translate them into product use cases and concepts of operations
• Prepare customers for implementation and run configuration workshops with Delivery
• Manage user training, onboarding and adoption strategies
• Track usage, identify adoption problems and report operational and financial impact
• Build relationships with frontline staff and senior leadership
• Drive expansion opportunities, contract extensions and renewals
• Develop business cases and hand qualified opportunities to Sales
• Turn successful customers into references through case studies, conference presentations, introductions and site visits
• Bring structured customer feedback, requirements and roadmap input to Product
• Facilitate best-practice sharing between customers
• Support pre-sales campaigns and workshops with prospects

Explore Global Head of Customer Success at ASSAIA RESTAURANT. Review requirements and application details.

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Global Head of Customer Success