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Roles and Responsibilities : - Lead a team of customer success professionals to ensure high levels of customer satisfaction, retention, and growth. - Develop and implement strategies to drive customer acquisition, onboarding, and engagement through effective communication channels. - Collaborate with cross-functional teams to identify areas for improvement in the customer journey and develop solutions to address them. - Analyze key performance indicators (KPIs) such as churn rate, Net Promoter Score (NPS), and Customer Health Scores to optimize customer success initiatives. Job Requirements : - 1-10 years of experience in a similar role within IT services or consulting industry. - Proven track record of driving successful customer relationships through excellent communication skills and problem-solving abilities. - Robust understanding of SaaS products/services and their applications in various industries. - Excellent analytical skills with ability to interpret data insights from tools like NPS surveys, CSAT scores etc. .