Customer Success Lead

hace 4 semanas

Barcelona, Barcelona, España Docplanner A tiempo completo
Customer Success Lead

At Docplanner, we're seeking a highly skilled Customer Success Lead to join our team. As a key member of our Customer Success department, you will play a pivotal role in driving our data-driven initiatives and ensuring the success of our customers.

Key Responsibilities:
  • Lead and manage a team of 25+ employees, including 3 Team Leads, to ensure high performance and morale.
  • Act as Project Manager, leading local initiatives by coordinating with internal and external stakeholders, including operations, product teams, clinic managers, and other third parties.
  • Collaborate with the Head of CS to enhance team engagement and performance through effective management and motivational strategies.
  • Execute and monitor the global CS Enterprise strategy locally in Spain, setting SMART objectives, and ensuring all monthly targets are achieved.
  • Conduct thorough data analysis to understand customer behavior, identify churn risks, and uncover opportunities for MRR expansion.
  • Develop and implement strategies for upselling and cross-selling across all Docplanner products to maximize revenue from existing customers.
  • Create and maintain comprehensive reports and dashboards using Google Sheets to track key metrics and performance indicators.
  • Serve as an escalation point for critical or urgent customer issues, ensuring prompt and effective resolution.
  • Engage with Senior Management and various stakeholders to provide insights and recommendations based on data analysis.
  • Support the quarterly budgeting and forecasting process, focusing on headcount, Customer Success revenue, and churn management.

Qualifications:

  • Minimum of 3 years of experience in Customer Success, with experience working in the field of Business Intelligence or related experience a clear plus.
  • Proven experience in data analysis, with a strong focus on metrics related to Customer Churn and MRR Expansion.
  • Exceptional proficiency in Google Sheets, including advanced formulas, graphs, pivot tables, and data visualization.
  • Experience with CRM systems, indicators, and dashboard creation.
  • Proven experience in working with SaaS products and services.
  • Advanced English proficiency (C2 level) is required.
  • University degree is desirable.

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