Job Description

About the Role: As a Senior Manager of Customer Success Strategy, you will be responsible for measurement, reporting and achievement of the Customer Success KPIs. You will collaborate cross-functionally to ensure that we deliver value and excellent experience to our customers in a truly customer centric manner. What will you do: Create a foundation of data driven strategy and decision making across all customer success functions Drive goals, KPIs and leading indicators across all CS roles Management reporting of key customer KPIs including retention, expansion, churn, NPS, CSAT and other important metrics Strategise, report and drive consumption and adoption of CleverTap product with respect to different cohort of customers Analyse and create insightful reports on customer outcomes, churn, expansion and other metrics to drive decision making Partner with Regional CS leaders to ensure territory and account assignment is aligned with the overall company strategy Partnering with CS leaders on retention and churn forecasting framework and cadence Track and measure retention and expansion attainments and collaborate with finance and sales ops to ensure alignment Ongoing validation of quota crediting, variable pay calculations with finance, smooth and timely processing of variable payouts in accordance with the variable compensation plan Collaborate with the product team and CS leaders to prioritise customer inputs and requests for our product roadmap Daily report to Chief Customer Officer on KPIs, important customer engagements and insights to facilitate decision making What are we looking for Post-Graduation - MBA or Equivalent PGDM 3+ years experience in a management consulting or equivalent role Strong analytical and problem-solving skills, and ability to tease out business insights and trends from data Strong presentation skills and ability to create business decks Outcomes driven, self starter and ability to drive cross-functional collaboration Who will you report to: Director - Customer Success Operations Why join us Be a part of a global growth stage startup Work in a fast-paced, dynamic environment where your contribution matters You are passionate about technology and its impact on the high growth mobile technology space Innovate at scale, with learning opportunities What is working at CleverTap like Be a part of a global category creator - hyper growth B2B SaaS startup Work in a fast-paced, dynamic environment where your contribution matters Work, performance and results are real sources of happiness in addition to the fun of working with and celebrating success with an exceptionally talented team Accountability and driving outcomes is the key to success Your career here is limited by you and nothing else Teamwork trumps individual success You are passionate about experience technology and its impact on enabling growth Innovate at scale, with learning opportunities and having fun along the way! About the Function: We are a team of Growth Pilots where everyone works together towards a common objective: P : Act with First Principles I : Take Initiative L : Seek to Learn O : Take Ownership of Outcomes T : Help Achieve Together S : Speak up then Commit About CleverTap: CleverTap is the all-in-one engagement platform that helps brands unlock limitless customer lifetime value by helping them create personalized experiences to retain their most valuable customers. The platform empowers businesses to orchestrate experiences for individuals across their lifecycles and design personalized journeys that span a lifetime. It offers analytics that encompasses every aspect of the lifecycle, enabling businesses to measure and optimize each experience in real time. Its unique AI capability is insightful, empathetic, and prescriptive, facilitating smarter and faster decisions. The all-in-one platform unifies experiences from every touchpoint, paving the way for a new era of customer engagement. The platform is powered by TesseractDB - the world\'s first purpose-built database for customer engagement, offering both speed and economies of scale. CleverTap is trusted by 2000 customers, including Electronic Arts, TiltingPoint, Gamebasics, Big Fish, MobilityWare, TED, English Premier League, TD Bank, Carousell, AirAsia, Papa John\'s, and Tesco. Backed by leading investors such as Peak XV Partners, Tiger Global, Accel, CDPQ, and 360 One, the company is headquartered in Mountain View, California, with presence in San Francisco, New York, S o Paulo, Bogota, London, Amsterdam, Sofia, Dubai, Mumbai, Bangalore, Delhi, Singapore, and Jakarta. For more information, visit clevertap.com or follow us on LinkedIn and X.

foundit