Customer Success and Operations Head

Post-Sales Leader Customer Success

Experience: 5–10 Years
Location: Bangalore / Hyderabad
Industry: EdTech / E-Learning / Upskilling / SaaS

Role: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Job Description

LegUp is looking for an experienced Post-Sales Leader / Customer Success Leader to lead our Post-Sales function and drive customer retention, engagement and satisfaction.

Key Responsibilities:

• Lead and manage the Post-Sales / Customer Success team.
• Own the complete customer journey from onboarding to completion.
• Drive customer retention, renewals, referrals and reduce churn.
• Monitor customer engagement, satisfaction and escalations.
• Set team KPIs, track performance and conduct regular reviews.
• Build and improve Post-Sales SOPs, processes and workflows.
• Identify customer issues and implement effective retention strategies.
• Prepare MIS, dashboards and performance reports for management.
• Work closely with Sales, Marketing, Product and Operations teams.
• Train, mentor and develop customer-facing team members.

Requirements:

• 5–10 years of experience in Customer Success / Post-Sales / Client Servicing / Account Management.
• Experience in EdTech, E-Learning, Upskilling or SaaS preferred.
• Prior experience managing Customer Success / Post-Sales teams.
• Strong knowledge of customer retention, renewals and churn management.
• Strong leadership, communication and problem-solving skills.
• Good understanding of CRM, MIS and customer lifecycle management.
• Strong ownership and target-oriented approach.