Website:
cs-society.org
Job details:
Customer Success Lead
Location: Bangalore, India (Work from Office / Hybrid)
Experience: 3–6 years
Industry Preference: B2B SaaS / Technology
Employment Type: Full-time
Reports To: Founder / CEO / Head of Customer Success
About the Opportunity
We have been mandated to hire a Customer Success Lead for a leading B2B Series D SaaS company serving enterprise and mid-market customers across global markets, including the US.
As the company continues to scale its customer base, the organization is looking for a high-calibre Customer Success professional who can combine strategic account ownership, customer retention, team leadership and commercial growth.
This is a player-coach role, where the individual will personally manage a portfolio of strategic accounts while also mentoring and supporting a team of Customer Success Managers. The role will have significant ownership across customer health, adoption, renewals, retention and expansion.
About the Role
We are looking for a Customer Success Lead who can build strong relationships with strategic customers, understand their business objectives, and translate those objectives into measurable outcomes through the company’s SaaS platform.
The ideal candidate will be comfortable operating with senior stakeholders, managing complex customer situations, analysing account data and driving cross-functional initiatives. The role requires someone who can operate independently in a high-growth environment and bring structure to a rapidly scaling Customer Success organization.
Key ResponsibilitiesTeam Leadership
· Lead, mentor and coach a team of Customer Success Managers / Executives.
· Establish individual and team-level goals around retention, adoption, customer satisfaction and expansion.
· Monitor team performance against key CS metrics including GRR, NRR, churn, adoption, renewal rate and CSAT/NPS.
· Conduct regular 1:1s and coach CSMs on account strategy, stakeholder management, renewals and escalations.
· Support CSMs in managing complex customer relationships and critical escalations.
· Develop and continuously improve Customer Success playbooks, processes and operating rhythms.
· Partner with leadership on hiring, onboarding and developing the Customer Success team.
Strategic Account Ownership
· Personally own a portfolio of strategic and enterprise B2B accounts.
· Build trusted relationships with key customer stakeholders, including senior business and executive leaders.
· Understand customer objectives, business challenges, success metrics and organizational priorities.
· Develop and execute account success plans focused on adoption, value realization and long-term retention.
· Lead customer onboarding, adoption initiatives, executive business reviews and QBRs.
· Identify and proactively address customer health risks before they impact renewal.
· Drive renewal conversations and work closely with Sales / Account Management teams on expansion opportunities.
· Identify opportunities for cross-sell, upsell and account growth based on customer needs and product usage.
Customer Health & Analytics
· Monitor customer health, product usage, engagement and commercial data across the portfolio.
· Build a data-driven understanding of account health and proactively identify churn and expansion signals.
· Analyse customer trends to identify adoption gaps, risks and opportunities.
· Maintain accurate renewal forecasts and account plans.
· Develop reporting and dashboards for leadership covering customer health, retention, renewals and expansion.
· Translate customer data into actionable recommendations for leadership and internal teams.
Cross-functional Collaboration
· Partner closely with Sales, Product, Engineering, Support, Implementation and Operations teams to improve customer outcomes.
· Coordinate internal teams to resolve complex customer issues and escalations.
· Bring structured customer feedback and insights to Product and Engineering teams.
· Influence product roadmap discussions based on recurring customer needs and business impact.
· Drive cross-functional initiatives designed to improve onboarding, adoption, retention and customer experience.
· Ensure customer commitments are clearly communicated, tracked and delivered across internal teams.
Customer Advocacy & Relationship Management
· Act as a trusted advisor to customers rather than simply a reactive point of contact.
· Develop relationships across multiple stakeholders within strategic accounts to build long-term customer engagement.
· Understand organizational changes, stakeholder movements and evolving customer priorities.
· Create customer advocacy opportunities including references, case studies, testimonials and customer communities where appropriate.
· Represent the voice of the customer internally and ensure customer priorities remain visible across the organization.
Must-Have Qualifications
· 3–6 years of experience in Customer Success, Account Management, Strategic Accounts, Consulting, Business Operations or a similar client-facing role within a B2B SaaS / technology company.
· Experience managing complex or strategic B2B accounts with responsibility for adoption, retention and renewals.
· Prior experience mentoring, coaching or informally leading Customer Success professionals; formal people-management experience is a plus.
· Demonstrated understanding of customer retention, churn, renewals, expansion and account growth.
· Strong communication and stakeholder-management skills, with the ability to engage with both operational users and senior executives.
· Experience working with US or global customers is highly relevant.
· Strong analytical and problem-solving abilities, with comfort working with customer, product usage and revenue data.
· Experience with CRM / Customer Success platforms such as Salesforce, Gainsight, Totango, Vitally, HubSpot, Zendesk or equivalent.
· Strong ownership mindset with the ability to independently drive initiatives from strategy through execution.
· Ability to influence cross-functional teams without direct authority.
· Comfortable working in a fast-paced, entrepreneurial and rapidly scaling environment.
· Bachelor’s degree in Business, Engineering, Economics, Management or a related field.
Good-to-Have / Preferred
· Experience in a high-growth or Series C / Series D SaaS company.
· Experience managing enterprise or strategic accounts in the US market.
· Prior ownership of renewal, retention or expansion targets.
· Experience managing a team or leading a Customer Success pod.
· Experience building or refining Customer Success processes, playbooks and health-scoring frameworks.
· Experience working with customer analytics, product usage data or revenue intelligence platforms.
· Exposure to executive-level customer relationships and strategic business reviews.
· Experience partnering closely with Sales / Account Management teams on upsell and expansion.
· Experience operating in an early-stage or high-growth environment where processes are still being built and scaled.
What We Offer
· Opportunity to join a leading B2B Series D SaaS company with a growing global customer base.
· Significant ownership across strategic customer relationships, retention and expansion.
· Opportunity to work closely with senior leadership and enterprise customers.
· Leadership responsibility with the opportunity to build and scale a Customer Success function.
· High exposure to Sales, Product, Operations and company leadership.
· Performance-based compensation and strong career growth opportunities.
· Opportunity to grow into senior leadership roles such as Head of Customer Success / Director of Customer Success as the organization scales.
Click on Apply to know more.
