Lead Customer Success

Role & responsibilities

Responsibilities 1.You will oversee end-to-end customer onboarding and integration processes, including API integrations, ensuring all milestones are achieved within agreed SLAs and TATs.

2.Youll take a proactive approach by continuously monitoring customer health, identifying risks early, and initiating actions to drive value and prevent escalations.

3.You will independently create monthly (MBR) and quarterly (QBR) business reviews. Using Excel, youll analyze data on customer performance metricsincluding NPS (Net Promoter Score) and CSAT (Customer Satisfaction) - and present actionable insights via PowerPoint decks to executive stakeholders.

4.Beyond presenting, youll use NPS and CSAT insights to identify improvement areas and close feedback loops, ensuring continuous customer satisfaction.

5.When clients present analytical queries, youll interpret data, provide actionable answers, and be ready with insights that preempt future questions.

6.You will collaborate closely with sales, product, and engineering teams, acting as the customer

advocate and ensuring internal alignment on customer priorities.

7.You will also lead junior customer success team members, ensuring they follow best practices, deliver on time, and align with customer success goals.

8.You will act as a proactive leader - anticipating customer needs, addressing risks early, and ensuring there are no surprises - delivering continuous customer value.

9.Support upselling and cross-selling initiatives by identifying opportunities during customer interactions, collaborating with sales to ensure targets are achieved while delivering customer value.

Preferred candidate profile

1.B.Tech graduate with 46 years of experience in SaaS-based Customer Success roles

2.Proven experience leading and mentoring a team, including task allocation, performance tracking, and coaching

3.Experience managing enterprise or mid-market customers; FMCG domain exposure is a plus

4.Strong experience working with cross-functional teams including Product, Engineering, Marketing, and Customer Success

5.Excellent executive communication, presentation, and stakeholder management skills

6.Demonstrated ability to adhere to SLAs and turnaround times, ensuring timely and effective issue resolution

7.Hands-on experience with project tracking tools such as Jira or Asana

8.Strong proficiency in Microsoft Excel (data analysis) and PowerPoint (executive-level presentation).