Customer Success Manager- US

Overview:

We are seeking a dynamic and experienced Lead Customer Success to join our team. The

ideal candidate will play a pivotal role in ensuring our customers achieve their desired

outcomes while fostering long-term relationships. As a Lead Business Analyst-Customer

Success , you will guide and mentor our customer success team, develop strategies to

enhance customer engagement, and drive overall customer satisfaction.

Responsibilities

● Own Customer Life Cycle & Account Management – from Sales Handover, Oversee &

Ensure smooth on-boarding, Consistent Engagement with(MBRs and QBRs) building a

Relationship of Trust & Transparency

● Develop and implement comprehensive customer success strategies that align with

business goals

● Lead, mentor, and manage a team of customer success professionals, setting performance

goals and providing ongoing coaching and feedback.

● Conduct performance reviews and implement development plans to ensure team

effectiveness and professional growth

● Onboard customers with Integration support and drive adoption of the product

● Represent the voice of the customer and influence the product development roadmap

● Empathise with every aspect of the customer experience, putting customer's needs

first

● Rely heavily on data and analytics to identify customers at risk and engage

proactively to mitigate churn risk

● Track programs to move towards Perfect 10 (10 on a scale of 10 in customer satisfaction)

and to establish new capability

● Become a product expert on Scrut Automation and how our platform can be used to

improve security posture through our standard offerings (SOC2, ISO27001, PCI DSS

Mandatory Requirement* :

• Exp with end to end customer life cycle.
• Exp with handling a minimum of 30-40 customers.
• SaaS experience