Summary:
The Customer Success Area Lead (CSAL) is a strategic, high-velocity role designed to safeguard and grow the Success portfolio in the India and ASEAN market. Unlike a traditional deep-dive Customer Success Manager, the CSAL works at scale.
You will work closely with account teams, key sales leaders, and internal teams, acting as the "command center' for health&mdashanalyzing account data to identify risks, driving consumption of premier offerings, and orchestrating internal cross-functional teams (Sales, Renewals, and Technical Support) to ensure customers are realizing maximum value from their investment. This role plays a critical part in strategizing, prioritizing, and enhancing internal relationships, ensuring our customers receive the support they need to succeed.
Responsibilities:
- Portfolio Orchestration & Consumption: Monitor and drive adoption across the Premier Success Portfolio in India and ASEAN. Identify under-utilized Premier Success features and execute "at-scale' plays to increase consumption and customer ROI.
- Risk Mitigation & Success Intelligence: Analyze consumption data and Customer Success Scores to proactively identify accounts trending toward churn. Partner with Renewals and Sales teams to provide the "Success Intelligence' needed to secure contract renewals.
- Risk Management: Oversee the resolution of high-risk accounts. You will be responsible for orchestrating internal teams (Solution Engineers, Professional Services, CSMs) to ensure tight resolution timelines and clear communication.
- Internal Collaboration: Act as the bridge between various internal departments. Facilitate communication to remove project roadblocks and ensure seamless "Go-Live' transitions for customers.
- Scale Operations: Focus on "one-to-many' impact. Instead of deep-diving into a single account, you will manage the health of the entire territory by prioritizing the most critical interventions.
Requirements:
- 8&ndash10 Years of Experience: Proven track record in Customer Success Management, Account Management, or SaaS Operations.
Required Skills:
- The "Scale' Mindset: Demonstrated ability to manage a high volume of accounts (Commercial/ SMB) using data-driven prioritization rather than high-touch consulting.
- Crisis Management: Experience in "High Risk Account' or escalation management. You must be able to remain calm under pressure and drive internal teams toward a solution.
- Influencing Without Authority: Strong communication skills with the ability to influence Sales and Technical leaders to take action on behalf of the customer.
- Project Management: Solid understanding of project management methodologies to track resolutions and project milestones.
- Cross-Functional Collaboration & Orchestration: A proven ability to navigate internal organizations. You must be adept at bridging the gap between multiple teams & Stakeholders to drive unified customer outcomes.
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