Company Description
Voiro is a Bangalore-based company that provides cloud-hosted workflow management solutions designed specifically for enterprises that generate revenue from advertising sales on their owned-and-operated platforms.
Our mission is to continuously simplify the business processes to accelerate the way publishers sell inventory while making relevant data accessible across their monetization workflow.
Position Overview
We are seeking an experienced and strategic
Senior Customer Success Manager to drive excellence in customer relationships, retention, upsells, and optimization. This role will be instrumental in developing and implementing customer success strategies across our diverse client portfolio, which includes broadcasters, online retailers, and emerging online media content creators.
Key Responsibilities
The Customer Success Management Lead will be responsible for developing and executing strategic initiatives that drive customer satisfaction, retention, and growth. This includes:
- Strategic Leadership:Building & leading a team of Customer Success Managers to ensure consistent delivery of exceptional customer experiences and achievement of business objectives. Developing and implementing best practices, frameworks, and standardized processes for the CSM team to optimize customer engagement and success.
- Customer Success Strategy: Establishing and maintaining strategic relationships with key enterprise accounts while overseeing the broader customer portfolio. Creating and implementing customer success programs that drive product adoption, customer satisfaction, and revenue growth. Developing strategies to identify and capitalize on expansion opportunities within existing accounts. Should be willing to travel within India and outside.
- Team Development: Building and scaling a high-performing customer success team through recruitment, training, and professional development. Establishing performance metrics and KPIs for the team while providing regular coaching and feedback to drive continuous improvement.
- Cross-functional Leadership: Collaborating with product, sales, and marketing teams to ensure customer feedback is effectively incorporated into product development and company strategy. Leading quarterly business reviews with key stakeholders to analyze team performance and customer health metrics.
- Business Impact: Overseeing customer retention and expansion strategies to drive revenue growth. Developing and managing customer success budgets and resources. Creating and maintaining scalable processes that drive efficiency and effectiveness across the customer success organization.
Required Qualifications
- 6-8 years of progressive experience in customer success, account management, or related client-facing roles.
- Proven track record of building and leading successful customer success teams in a SaaS or technology environment
- Strong understanding of digital advertising, ad technology, and media landscape
- Demonstrated ability to develop and implement strategic customer success initiatives that drive business growth
- Excellence in stakeholder management with experience in enterprise-level client relationships including CXOs
- Strong analytical and problem-solving skills with data-driven decision-making capabilities
Desired Skills
- Experience with customer success platforms and metrics tracking tools
- Strong presentation and communication skills with the ability to engage at all levels of an organization
- Strategic thinking with the ability to translate customer insights into actionable business strategies
- Experience in scaling customer success operations in a high-growth environment
- Proven ability to manage complex projects and drive cross-functional initiatives
- Strong business acumen with experience in budget management and resource allocation
- Must have experience in upselling and cross-selling to existing clients.
- This position offers the opportunity to play a crucial role in shaping the future of customer success at Voiro while driving a significant impact on business growth and customer satisfaction.
