Draup is a US headquartered, private equity funded company with over 220 global enterprise customers. We are building an industry disrupting AI platform for enterprise sales and talent intelligence.
Draup is on an exponential growth journey and is looking for a customer success leader based in Bangalore to work closely with its customers and enable their success on the Draup platform.
At Draup, the Customer Success Leader will be responsible for developing and executing the overall customer success strategy and leading a small high-performing team of Customer Success Managers. Primary goals for this role will be to establish strong relationships with our customers, ensuring their satisfaction, and driving long-term successes for customers & Draup.
The Cusomter Success team will be responsible for end to end lifecycle management of the customer. Key success metrics for the role will include customer satisfaction, customer engagement, product / platform usage, renewal, upsell, and cross-sell.
Responsibilities
- Drive Customer Success Outcomes
- Increase Net Revenue Retention and Gross Revenue Retention
- Expand our Share of Wallet in accounts through cross-sell and up-sell
- Influence lifetime value through higher produce adoption, customer satisfaction and overall
health scores - Drive new business growth through greater advocacy and reference-ability
- Define and Optimize Customer Lifecycle
- 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
- Manage Customer Success Activities
- Onboarding & Training
- Customer Support
- Customer Success Management
- Renewals
- Cross-sell/Up-sell
- Advocacy
- Measure Effectiveness of Customer Success
- Define, Track & Analyze customer data and metrics to identify opportunities, and areas for
improvement - Develop strategies to increase customer satisfaction and retentionMonitor and track customer
health and proactively address any potential risks or issues to ensure long-term customer
success - Expose subset of metrics to the executive team, Board of Directors and customers
- Define, Track & Analyze customer data and metrics to identify opportunities, and areas for
- Lead World-class Customer Success Team
- Attract high potential individual contributions into team
- Create rapid onboarding process for new team members
- Foster collaboration within team and across customer lifecycle
- Enhance Effectiveness and Efficiency Through Technology
- Customer Service & Support systems
- Customer Marketing Automation systems
- Customer Relationship Management (CRM)
- Inspire Customer Success Across the Company
- Create company-wide culture of Customer Value Creation
- Align with Marketing around marketing to existing clients
- 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 & Board of Directors around key metrics and objectives
Required Experience/Skills
- Proven experience in a leadership role within customer success, preferably at a leadership level,
- with a track record of driving customer satisfaction, retention, and revenue growth for SaaS
- companies
- Strong understanding of customer success principles, methodologies, and best practices
- Prior experience in Sales or Talent domain(s) is a plus
- Ability to manage influence through persuasion, negotiation, and consensus building
- Ideally combined background of post-sale and sales experience
- Deep understanding of value drives in recurring revenue business models
- Enthusiastic and creative leader with the ability to inspire others
- Excellent communication and presentation skills
About Us
Why work with us
Draup is a fast-growing enterprise decision-making platform for global CXO leaders in sales and talent domains. At Draup, you work with HR executives in Global 5,000 companies in supporting their Talent initiatives. Our clients include 3 of the Fortune 10 companies.
It doesn’t get any more cutting-edge than this the platform combines machine learning with human curation to help organizations make data-driven strategic decisions. We leverage insights from machine generated models augmented by a team of analysts. These analysts combine their training in handling huge datasets with their expertise in modern computing paradigms to add their learning-based insights to provide a 360-degree view of the sales and talent ecosystem.
We are on track to grow our revenues 10X in the next 4 years.
You own “It.”
By “It,” we mean the company. Draup Inc is proudly an employee-owned startup. We believe that for innovation to thrive, there must be no barriers between stakeholders, and we do our best to imbibe and act on this principle in everything we do. Our open-door policy encourages the free flow of ideas and nurtures a sense of ownership and a collaborative work spirit.
A startup that is immune to “Burn Out.”
Yes, we value efficiency, drive, and focus. But above all, we take special care to ensure that you don’t have an “episode.” Our generous medical benefits and ask-no-questions leave policy to give you the peace of mind to unwind when you need to the most.
Never worry about “What Next?”
Our comprehensive career path lets you explore your preferred target position and even maps out pathways to get there while balancing your existing priorities.
Where your “can-do spirit” meets with opportunity
Started by two entrepreneurs, Vijay Swaminathan & Vamsee Tirukkala, the entrepreneurial mindsetflows deep in every project we undertake. Employees are actively encouraged to tap into new revenue streams and explore every opportunity to improve the platform and deliver clients with an awe-inspiring effect every time they use our platform.
Everyone plays a part
Like a well-oiled machine, Draup’s various in-house teams – research, marketing, consulting, analytics, technology, psychology, data science and others – come together to deliver a seamless platform experience that has caught the fancy of Fortune 100 enterprises.
DRAUP was conceptualized in 2017 and is the brainchild of Zinnov co-founders Vijay Swaminathanand Vamsee Tirukkala. Read more about our leadership team here.
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