# Key Responsibilities

 

- Lead and develop Customer Support and Customer Success teams, establishing clear KPIs and success metrics
- Build and optimize customer journey maps, health scoring systems, and NPS programs
- Directly manage strategic enterprise accounts and key customer relationships
- Design and implement customer segmentation strategies
- Establish processes for monitoring and improving customer satisfaction and retention
- Work closely with Product, Sales and Operations teams to ensure customer needs are met
- Drive continuous improvement in team performance and customer experience
- Build scalable processes for customer onboarding, support and success

 

## Requirements

 

- 7+ years of experience in Customer Success/Support management roles in technology, e-commerce or logistics companies
- Proven track record of managing enterprise customers and large accounts
- Experience building and leading customer-facing teams
- Strong understanding of customer success metrics and KPIs
- Experience with implementing customer health scores, NPS and other customer experience metrics
- Excellent analytical and problem-solving skills
- Strong communication and stakeholder management abilities
- Data-driven approach to decision making
- Experience with CRM systems and customer success tools
- Bachelor's degree required, MBA preferred