Key Responsibilities:  Team Management: o Lead, mentor, and manage the Customer Success team across all support channels (phone, email, chat, social media). o Foster a collaborative and high-performance team environment. o Set clear objectives, performance metrics, and development plans for the team members.  Customer Satisfaction & NPS Improvement: o Monitor and analyze customer feedback and NPS scores. o Develop and implement strategies to enhance customer satisfaction and improve NPS. o Address and resolve escalated customer issues promptly and effectively.  Analytics & Reporting: o Create detailed analytical reports on customer success metrics. o Utilize data to identify trends, opportunities, and areas for improvement. o Present findings and recommendations to senior management.  Vendor Coordination: o Liaise with vendors to ensure seamless service delivery and support. o Negotiate contracts and manage vendor relationships to meet business needs.  Stakeholder Management: o Maintain strong relationships with internal and external stakeholders. o Collaborate with cross-functional teams (sales, product development, marketing) to ensure customer needs are met. o Communicate effectively with stakeholders to provide updates, insights, and feedback.  Auditing: o Conduct regular audits of customer success processes and practices. o Ensure compliance with company policies and industry standards. o Identify areas for improvement and implement corrective actions as needed. Qualifications:  Bachelor’s degree in Business Administration, Marketing, or a related field; MBA is a plus.  Minimum of [6] years of experience in customer success, support, or a related field, with at least [3] years in a leadership role.  Strong analytical skills with the ability to create and interpret reports.  Proven track record of improving customer satisfaction and NPS.  Excellent team management and leadership abilities.  Experience in coordinating with vendors and managing relationships.  Strong communication and interpersonal skills.  Ability to work effectively in a fast-paced, dynamic environment