Pipefy
Website:
pipefy.com
Job details:
About the Role - Please read carefully before applying.
Pipefy is seeking a Customer Success Team Lead (India) to lead our post-sales operations in the region through a Player-Coach model. This role combines direct enterprise account ownership with team guidance, operational cadence, and cross-functional leadership. You will directly manage high-complexity strategic accounts while helping the broader team operate with consistency, discipline, and impact.
Why This Role Matters
- Strategic Impact: India and the BPO sector represent a core growth engine for Pipefy.
- Customer Health & Governance: Elevates post-sales ownership, risk management, and executive alignment across key accounts.
- Cross-Functional Alignment: Ensures seamless coordination between Customer Success, Professional Services, Product Management, Support, and Sales.
Role Architecture & Time Allocation
- Strategic Account Ownership (~60%): Managing complex accounts, driving adoption, retention, and expansion.
- Team Leadership / Player-Coach (~25%): Coaching CSMs, guiding account strategies, and driving team discipline.
- Operating Model & Cross-Functional Execution (~15%): Establishing playbooks, unblocking obstacles, and aligning with global CS leadership.
Key Responsibilities
1. Strategic Account Ownership (~60%)
- Manage a select portfolio of complex, high-impact enterprise accounts in the India/BPO region.
- Build strong, trusted relationships with key customer stakeholders and executive sponsors.
- Drive product adoption, value realization, account retention, and growth opportunities.
- Proactively identify account risks and build clear mitigation plans.
- Lead executive business reviews, success planning, and account health updates.
- Manage customer escalations with urgency, structure, and direct ownership.
- Partner with Sales and Account Management on commercial strategy, renewals, and expansions.
2. Team Leadership & Player-Coach (~25%)
- Lead weekly operating cadences and reviews for the local post-sales team.
- Coach Customer Success Managers on account management, risk mitigation, and executive engagement.
- Enhance the quality of account planning, health tracking, and operational follow-ups.
- Maintain clear visibility into risks, blockers, and required next steps across accounts.
- Establish clear ownership, action items, and success metrics for all critical accounts.
- Foster a culture of accountability, operational discipline, and customer-centric execution.
3. Cross-Functional Leadership & Operations (~15%)
- Collaborate closely with Professional Services, Product, Support, and Sales to solve customer bottlenecks.
- Translate customer feedback and operational risks into actionable internal priorities.
- Improve process handoffs between Sales, Implementation, and Customer Success.
- Develop lightweight playbooks, reporting routines, and standardized operational cadences.
- Align regional priorities with global Customer Success strategy and leadership.
Key Success Metrics
- High retention rates and effective risk mitigation across strategic accounts.
- Demonstrated customer adoption and value realization progress.
- Consistent health management, forecast accuracy, and account plan quality across the team.
- Prompt resolution of customer escalations and removal of operational roadblocks.
- Strong cross-functional collaboration across CS, Product, Support, and Sales.
- Enhanced team maturity in executive communication and account governance.
Candidate Profile & Qualifications
Required Experience:
- Solid background in Customer Success or Account Management within B2B SaaS or tech companies.
- Proven track record managing enterprise-level, complex customer portfolios.
- Demonstrated experience in risk management, value realization, and escalation handling.
- Strong executive presence and communication skills.
- Experience partnering cross-functionally with Sales, Support, Product, and Professional Services.
- Experience mentoring, coaching, or guiding team members.
- Fluent written and spoken English.
Preferred Experience:
- Background in SaaS, workflow automation, low-code/no-code, or enterprise platforms.
- Familiarity with BPO operations, shared services, or process transformation clients.
- Prior experience as a Player-Coach, Team Lead, or regional motion owner.
- Experience working in global organizations across multiple time zones.
- Knowledge of health scoring methodologies, renewal forecasting, and escalation frameworks.
Key Attributes:
- Hands-on, structured, and operationally disciplined.
- Calm, authoritative, and structured during critical customer escalations.
- Customer-obsessed with strong commercial awareness.
- Adaptable and effective in fast-paced or ambiguous environments.
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