Customer sucess lead

Job Summary

Target Markets: India & Australia

Vertical Focus: Retail, E-commerce, & Customer-Facing Businesses

Experience Level: Mid-level / Senior Mid-level (4 7 years)

Reports To: Founders / GTM Leadership

Location: Hyderabad

The Role

We are looking for a high-performing, technically sound Customer Success Team Lead to join our Hyderabad team.

This is a mid-level player-coach role where you will manage a portfolio of strategic retail accounts while leading and mentoring a small team of junior Customer Success Managers (CSMs) and Support Associates.

A core expectation of this role is ensuring strong customer retention outcomes. You will own and drive account health, renewal readiness, and churn prevention across your portfolio and your team s accounts. Retention performance will be one of the most important success metrics for this role.

You will have operational oversight across three critical pillars:

• Seamless Client Onboarding
• Support Ticket SLA Adherence
• Client Retention & Revenue Expansion

Key Responsibilities

1. Team Leadership & Operations

• Lead, mentor, and coach a small team (2 4 members) of junior CSMs and Support Executives based in Hyderabad.
• Monitor team KPIs including:
  • Customer retention rates
  • Account health scores
  • Renewal pipeline health
  • First-response and resolution times
  • Time-to-onboard
• Ensure retention risks are identified early and addressed proactively.
• Allocate onboarding projects and technical support tickets effectively to avoid delivery bottlenecks.
• Act as the first escalation point for complex customer issues and technical challenges.

2. Onboarding & Implementation Support

• Ensure the team follows standardized onboarding playbooks for rapid client activation.
• Support brands in configuring:
  • WhatsApp Business API
  • SMS and Email channels
  • Customer journeys and campaigns
  • AI Agents and automation workflows
• Personally lead onboarding for strategic or enterprise retail accounts across India and Australia.

3. Support Ticket Queue Management

• Ensure all incoming technical tickets are managed within defined SLAs.
• Coordinate closely with Product and Engineering teams to resolve:
  • Deliverability issues
  • Platform bugs
  • Integration challenges
  • System downtime incidents
• Improve support processes to increase customer satisfaction and retention.

4. Client Retention & Account Growth (High Priority)

• Own customer retention as a primary business metric for the team.
• Conduct regular account reviews to identify at-risk customers early.
• Build and execute proactive retention strategies to minimize churn.
• Drive portfolio Net Revenue Retention (NRR) through:
  • Renewals
  • Cross-sell opportunities
  • Expansion into additional stores, channels, or AI modules
• Maintain strong executive relationships with client stakeholders to improve long-term account stability and growth.

Qualifications & Requirements

Experience

• 4 7 years of experience in Customer Success, Technical Account Management, or Client Success within a B2B SaaS company.
• 1 2 years of experience mentoring, leading, or managing team members.

Must-Have Skills

• Strong customer retention and account management mindset.
• Experience working with CRM products/platforms is mandatory.
• Hands-on experience managing enterprise customer relationships.
• Strong technical troubleshooting and operational coordination capabilities.
• Excellent communication and stakeholder management skills.

Technical & Domain Knowledge

• CRM platforms
• Helpdesk ticketing systems
• WhatsApp Business APIs
• Messaging automation tools
• Customer engagement platforms
• Exposure to Retail, E-commerce, Loyalty, CDP, or Marketing Automation ecosystems is highly preferred.

Communication & Time Zone Management

• Strong English communication skills with the ability to manage enterprise accounts across India and Australian business hours.
• Based in Hyderabad or willing to relocate.