Log In
Sign Up
Job Description
About Capillary: Capillary offers an Intelligent Customer Engagement platform to retailers and consumer businesses managing the entire life cycle of customer data from acquisition, analysis, insights, and activations. Over 400 marquee brands across 30+ countries, including global conglomerates like Tata, Shell, VF Brands, Walmart, Al-Futtaim, KFC, Starbucks, Madura Garments, Landmark Group, trust Capillary to enable easy and seamless consumer experiences. With over 600 million consumers and 50000 stores on the platform, Capillary is Asia’s leading SaaS Product Company. Over 500 Capillary associates across 14 global offices are continually innovating to find new ways for brands to make their consumers’ lives easier, and experiences memorable. Capillary is backed by Warburg Pincus, Sequoia Capital, Norwest Venture Partners, Qualcomm Ventures, and American Express Ventures. Capillary’s tech stack is always at the forefront of cutting edge technologies that work at a humongous scale.
Job Summary :
As the Director of Customer Success, you will be responsible for leading a team of customer success managers in delivering an exceptional customer experience. You will work closely with customers to understand their needs and ensure they are achieving their desired outcomes with our products and services. You will also be responsible for creating and executing strategies to increase customer retention and drive revenue growth.
Key Responsibilities:
- Lead, mentor, and develop a team of customer success managers to ensure they are providing exceptional service to customers.
- Build and maintain strong relationships with customers to understand their needs and identify opportunities to increase customer satisfaction and retention.
- Develop and implement customer success strategies that drive revenue growth, customer retention, and expansion.
- Collaborate with cross-functional teams, including sales, product, and marketing, to ensure customers are receiving a seamless experience across all touchpoints.
- Use data and metrics to measure customer success and identify areas for improvement.
- Drive continuous improvement of customer success processes, tools, and systems.
- Represent the customer voice within the company, advocating for their needs and ensuring they are heard and addressed.
Qualifications:
- Bachelor’s degree in business, marketing, Engineering or a related field; advanced degree preferred.
- 10+ years of experience in customer success, account management, or a related field.
- 3+ years of experience managing a team of customer success managers.
- Proven track record of driving customer satisfaction, retention, and revenue growth.
- Strong leadership and people management skills, with the ability to motivate and develop a team.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and cross-functional teams.
- Analytical mindset with the ability to use data to drive decision-making and continuous improvement.
- Knowledge of customer success best practices, tools, and technologies.
Job Requirement
1. Customer service: A strong focus on customer satisfaction and the ability to develop and maintain positive relationships with clients.
2. Leadership: Proven ability to lead and motivate a team, set goals, and hold team members accountable.
3. Communication: Excellent written and verbal communication skills, including the ability to present complex information in a clear and concise manner.
4. Problem-solving: Ability to analyze complex issues, identify root causes, and develop effective solutions.
5. Technical knowledge: Familiarity with software development processes and agile methodologies.
6. Sales and marketing: Ability to identify opportunities for growth and work with sales and marketing teams to develop strategies for increasing revenue.
7. Data analysis: Comfort with data and ability to analyze customer data to provide insights that drive business outcomes.
8. Project management: Experience in managing large projects and ensuring deadlines are met.
9. Teamwork: Ability to collaborate effectively with cross-functional teams and build consensus around goals and objectives.
10. Adaptability: Willingness to learn and adapt to changing customer needs and company priorities.
Report
