Head of Customer Success

We revolutionize Revenue Management (RM) by augmenting the business teams of tomorrow with the exponential capabilities of a new Digital Assistant. We call it RAI. Are you ready to push the boundaries of AI?

To apply for the position, send your Resume / CV to careers@revenue.ai

Revenue.AI combines Big Data and Artificial Intelligence to create a smart “Digital Assistant” capable of dramatically enhancing Revenue Growth Management (RGM) initiatives in organizations of any size. Presently, our modules support organizations in the CPG, Retail, and Lifesciences.  We believe that every industry can exploit the available data to respond real-time to their business challenges and we are focusing to make it happen for anyone.

We are looking for Head of Customer Success to lead successful implementations to help our clients to become successful with Revenue.AI Platform, achieve value quickly and to lead the implementations. As Head of Customer Success, you will Lead, guide and educate on optimizing customer journey with the Revenue.AI platform.  You will act as a trusted advisor to foster not only adoption of the platform but also appropriate and productive use of the product’s features and ensure a stellar customer experience at every stage of the journey. You will have the opportunity to mix and demonstrate your leadership in following areas:

  • Global organization strategy
  • Revenue management
  • Artificial intelligence
  • Intelligent assistants
  • Big Data, Data & Analytics and Predictive analytics

 

Responsibilities:

  • Act as Voice of the customer and provide feedback to Revenue.AI Product Management, R&D, Sales and Marketing teams
  • Build an organization that supports long term growth with customers and across regions
  • Foster renewal rates and reduce churn
  • Expand our revenue in accounts through cross-sell and up-sell
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
    • Drive new business growth through greater advocacy and reference-ability
    • Map customer journey
    • Develop listening points in journey (e.g., usage, satisfaction, etc.)
    • Standardize interventions for each point in journey
    • Define segmentation of customer base and varying strategies
    • Identify opportunities for continuous improvement
    • Develop a deep understanding of customers’ context
  • Create company-wide culture of Customer Success
  • Align with Product team around driving product roadmap
  • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
  • Align with Finance around measurement and forecasting
  • Align with Executive Team around key metrics and objectives

 

Qualifications:

  • Strong knowledge in revenue growth management framework (pricing, promotions, trade terms, range & mix)
  • Primarily FMCG pricing and trade investment management knowledge; secondarily Commodity trading / Retail
  • Five to six years of experience in a Customer Success Manager or sales-related role.
  • Exposure to subscription- and renewal-based business processes, upselling, or cross-selling as well as deep knowledge of and experience in implementing Customer Success best practices.
  • Strong interpersonal skills and the ability to lead and inspire other
  • Ability to create strategies, implement them, track performance, and achieve set objectives.
  • Must be an analytical thinker with keen problem-solving; process development and improvement; as well as task planning and delegation skills.
  • Proven record of driving customer satisfaction and enhancing customer experience in past work.
  • Must be able to actively participate in meetings with C-Suite executives and contribute unique perspectives and value.
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Demonstrated desire for continuous learning and improvement
  • Willingness to share experience and knowledge to empower people
  • Capability to ask the right questions and to listen to customers to truly understand their needs
  • Experience with PAAS/SAAS + AI technologies
  • Experience in enterprise data projects and familiarity with advanced analytics technologies
  • Ability to communicate ideas