Customer Success Lead

Role & responsibilities

• You own the client onboarding, support, and retention experience.
• You directly influence customer satisfaction, retention, and revenue growth.
• You work closely with Product, QA, and Operations teams on customer issues and opportunities.
• You help reduce escalations while improving account growth and continuity.
• You build a scalable customer success and operations function in a growing business.

KEY RESPONSIBILITIES

A. Customer Onboarding & Success Management

• Lead onboarding and implementation coordination for new clients.
• Ensure clients are enabled effectively for product adoption and ongoing usage.
• Build structured onboarding and handholding mechanisms for better customer experience.

B. Client Support & Escalation Management

• Oversee handling of client queries, service requests, and product-related issues.
• Manage critical escalations and ensure timely closure through internal coordination.
• Act as the main escalation point for key customer concerns and support risks.

C. Account Retention & Revenue Growth

• Drive account retention by ensuring strong client engagement, issue resolution, and service quality.
• Monitor account health, renewal risk, client satisfaction, and usage behaviour to reduce churn.
• Identify upsell / cross-sell opportunities within existing accounts and coordinate with leadership / relevant teams for conversion.
• Support revenue growth through expansion of existing client relationships and stronger product adoption.

D. Cross-Functional Coordination

• Work closely with Product, QA, and internal teams to resolve product issues affecting clients.
• Ensure recurring customer issues are captured and fed back into product and quality improvements.
• Drive alignment between support operations and product delivery priorities.

E. Process, Reporting & Continuous Improvement

• Create and manage support dashboards, onboarding trackers, escalation logs, retention risk trackers, and upsell opportunity reports.
• Monitor service quality, turnaround times, escalation trends, retention indicators, and customer feedback.
• Improve support processes, response systems, and client communication standards over time.