Core Responsibilities Beyond Growth and Retention
1. Customer Advocacy & Voice of Customer (VoC) Programs
Act as the internal voice of the customer, ensuring product, marketing, and support teams understand customer needs.
Drive advocacy programs like case studies, testimonials, reference programs, user groups, and customer advisory boards.
Use feedback loops (surveys, interviews, NPS, CSAT) to inform product roadmap and service improvements.
2. Customer Journey Mapping & Lifecycle Management
Develop detailed customer journey maps to identify touchpoints that influence loyalty and satisfaction.
Align onboarding, training, support, and expansion efforts across the lifecycle—from pre-sale to renewal and expansion.
3. Cross-functional Enablement & Internal Alignment
Collaborate closely with:
Product teams to advocate for customer features.
Sales teams to support expansion/upsell opportunities.
Support/Engineering to escalate and resolve high-impact technical issues.
Ensure a closed-loop feedback process from customer issues to resolution and product change.
4. Team Leadership and Coaching
Build and manage a team of Customer Success Managers (CSMs) and advocacy professionals.
Define performance metrics like health scores, retention rates, and adoption benchmarks.
Coach CSMs on consultative engagement, conflict resolution, and strategic value delivery.
5. Technology and Tooling Strategy
Own the tech stack that supports customer success (e.g., Gainsight, Totango, HubSpot, Salesforce).
Implement tools for health scoring, segmentation, churn prediction, and success playbooks.
6. Data-Driven Insights & Reporting
Analyze product usage data, support patterns, and customer feedback to predict risks and opportunities.
Develop dashboards and present reports to the C-suite on KPIs like churn, CLTV, retention, and NRR (Net Revenue Retention).