Customer Success Lead

Job Title: Customer Success Lead (OMO Business)

Job Description:

We are looking for an experienced and dynamic Customer Success Lead to spearhead our Online-Merge-Offline (OMO) Business efforts. In this role, you will drive customer success initiatives, strengthen account relationships, and ensure sustained business growth. You will lead strategies that enhance customer satisfaction, retention, and revenue through account management, relationship building, and upselling opportunities.

Key Responsibilities:

Account Management & Relationship Building

• Act as the primary point of contact for key customers, ensuring exceptional service delivery.
• Build and nurture strong, long-lasting relationships with stakeholders at all levels.
• Regularly engage with customers to understand their goals, challenges, and needs.
• Develop and execute tailored success plans that align with the client’s business objectives and our OMO offerings.

Customer Retention & Advocacy

• Proactively identify and resolve customer issues to ensure satisfaction and retention.
• Collaborate with cross-functional teams to deliver value-driven solutions to customers.
• Monitor customer health metrics and implement strategies to improve engagement and loyalty.
• Identify and cultivate customer advocates who can serve as references or case studies.

Upselling & Revenue Growth

• Identify growth opportunities within existing accounts by promoting complementary solutions or services.
• Lead upsell and cross-sell initiatives, collaborating with sales and marketing teams to present value propositions.
• Negotiate and close renewals, expansions, and upsell deals to meet or exceed revenue targets.

Team Leadership & Collaboration

• Provide mentorship and guidance to the customer success team to achieve KPIs and customer satisfaction goals.
• Partner with product and operations teams to deliver seamless OMO experiences for clients.
• Share customer feedback with internal teams to drive product innovation and service improvements.

Reporting & Analytics

• Track and report on customer success metrics, including retention rates, NPS scores, and revenue growth.
• Present insights and recommendations to senior leadership for continuous improvement.

Qualifications:

• Bachelor’s degree in Business, Marketing, or a related field.
• 5+ years of experience in customer success, account management, or related roles, with a focus on OMO business or similar models.
• Proven track record in relationship management and driving upsell/revenue growth.
• Strong problem-solving and communication skills.
• Ability to work cross-functionally and influence stakeholders.
• Data-driven mindset with experience using CRM and analytics tools.