Jiju Joe

About Jiju Joe

SaaS enthusiast Customer Success leader with 15+ years of experience in SaaS and account management, focused on driving retention, expansion revenue, and long-term customer value. Known for a customer-obsessed mindset, strong stakeholder management, and building scalable CS processes that improve efficiency and outcomes.I believe: “If you don’t understand success from your customer’s perspective, you’ll waste valuable time building the wrong solutions.”Core Expertise• Customer Success Strategy & CS Metrics• Churn Analysis & Reduction• Expansion Revenue, Upsell & Referrals• Enterprise Client Management & Trend Analysis• Escalation, Expectation & Stakeholder Management• Consultative Account Management• Change Management & Process Improvement• Pre-sales & Post-sales Alignment• Customer Relationship Management (CRM)• Deep Customer Empathy | Player–Coach LeadershipLeadership & ImpactAs a Team Lead, I:• Equip teams with the right tools and frameworks to deliver world-class customer experiences• Track customer health and satisfaction through reporting, ticket reviews, and customer conversations• Design and implement Customer Success processes based on customer insights, trends, surveys, and metrics• Partner closely with Product, QA, Marketing, Engineering, and Sales to ensure timely, high-quality outcomes• Contribute actively to product roadmap and feature planning based on customer needsWhat I Bring to Teams• Team mentoring, coaching, and performance development• Process building and continuous improvement• Calm, structured handling of escalations and negotiations• Strong collaboration across functionsConsulting InterestsCustomer Success strategy & metrics | Churn control | Referral & reference programs | CS tools & playbooks | Team building

Experience

1. Senior Customer Success Manager

   Birdeye

   Jan 2023 — Present · Bengaluru, IN

   Senior Customer Success Manager I • Own end-to-end customer relationships across a portfolio of SaaS accounts, serving as a trusted advisor to stakeholders and decision-makers.• Lead onboarding, product adoption, success planning, and regular business reviews to ensure customers achieve their business objectives.• Deeply understand customer workflows, goals, and challenges; align platform capabilities to real business outcomes.• Proactively identify risks related to adoption, engagement, or satisfaction and coordinate with internal teams to resolve issues before they impact retention.• Act as the escalation point for complex customer situations, handling expectations, negotiations, and conflict resolution with professionalism.• Partner cross-functionally with Sales, Product, Support, QA, Marketing, and Engineering to drive timely resolutions and improve the overall customer experience.• Translate customer feedback into actionable insights for product enhancements, feature prioritization, and roadmap planning.• Contribute to building and refining Customer Success processes, playbooks, onboarding frameworks, and engagement models to improve consistency and scalability.• Train and onboard new Customer Success Managers on product, customer success methodology, stakeholder management, and business objectives, enabling them to become confident contributors and long-term assets to the organization.• Mentor and coach team members on communication, customer strategy, and best practices; foster a culture of ownership, accountability, and customer-first thinking.• Support pre-sales and post-sales alignment by providing customer context, use cases, and success stories to internal stakeholders.• Advocate for customers internally while balancing business priorities and long-term partnership goals.

Education

• Vijaya College, Bengaluru

  Bachelor's degree, Management

  2003 — 2006