Website:
kapsy.ai
Job details:
We’re a small, fast-moving team in Bengaluru, founded by engineers with deep AI infrastructure backgrounds. Our anchor coaches already teach 1,200+ students a year on Kapsy, alongside enterprise customers running our platform in their own cloud — and we’re just getting started.
About the role
Our customers aren’t logos — they’re people whose livelihoods run on Kapsy. When a coach succeeds, thousands of students learn and the coach’s income multiplies. As Head of Customer Success, you’ll own that outcome. You’ll build the function from the ground up: onboarding coaches, launching their programs, driving student enrollment and retention, and making sure every coach on Kapsy hits their growth targets. You’ll also own success for our enterprise accounts, where deployments are deep and stakes are high.
This is a founding leadership role. You’ll define the playbooks, hire the team, and sit close to the founders.
What you’ll do
• Own the full customer journey for coaches: onboarding, program launch, first-cohort success, expansion to higher-tier offerings, and renewal
• Design and run the coach launch playbook — from content setup and pricing to the first 100 enrolled students — and make each launch faster than the last
• Drive the metrics that matter: coach activation, student enrollment, weekly engagement with the learning loop, retention, and revenue per coach
• Manage enterprise accounts end to end: implementation milestones, stakeholder relationships, QBRs, and expansion
• Be the voice of the customer inside Kapsy — turn coach and student feedback into a prioritized product signal
• Build and lead the CS team as we scale: hire, train, and set up systems (health scores, playbooks, escalation paths)
• Partner with sales and growth on smooth handoffs and upsell motions
What we’re looking for
• 6–10 years in customer success, account management, or program management, with 2+ years leading a team or function
• Experience in SaaS — bonus points for creator economy, edtech, or platforms where customer revenue depends on your product
• A builder’s mindset: you’ve created playbooks and processes from scratch, not just inherited them
• Strong commercial instincts — you treat retention and expansion as revenue, not support
• Exceptional relationship skills: equally comfortable with a classical dance guru and a hospital CIO
• Data fluency: you run your function on metrics, not vibes
• Based in Bengaluru or willing to relocate; fluency in English required, Hindi or a South Indian language a strong plus
Why join
You’ll own one of the most consequential seats in the company. Every coach you make successful becomes a proof point for the entire business — and you’ll build the team and systems that turn that into a machine.
Click on Apply to know more.
