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Job details:
Job title: VP / SVP - Customer Success
Location: Delhi NCR | Mumbai | Bengaluru (3 positions open)
Office Type: Work From Office – 5 days a week
Experience: 12+ years Customer Success / Account Management
What You Will Work On
•Own the overall Customer Success charter — retention, renewals, upsell/cross-sell, and account expansion across the enterprise customer portfolio.
•Build, lead, and scale the Customer Success team and function, including hiring, structure, and playbooks as the company grows.
•Serve as the senior-most escalation and relationship point for enterprise accounts, engaging directly with CTOs, CIOs, CMOs, and P&L owners at client organisations.
•Define and own key CS metrics — Net Revenue Retention (NRR), Gross Revenue Retention (GRR), churn, expansion revenue, and customer health scores.
•Partner closely with Sales, Product, and Engineering to close the feedback loop between customer needs and the product roadmap.
•Design and implement customer onboarding, adoption, and value-realisation frameworks tailored to enterprise / regulated-industry clients.
•Drive renewals and commercial expansion conversations, working closely with the founder/leadership team on strategic accounts.
•Build repeatable processes and systems (QBRs, health scoring, playbooks) to support the function as it scales across geographies.
Who We Are Looking For
•12+ years of experience in Customer Success / Account Management, with a strong track record in Enterprise SaaS.
•Prior experience with Voice AI, Conversational AI, or adjacent categories is a strong plus.
•Proven expertise in customer retention, renewals, expansion, and executive stakeholder management with CTOs, CIOs, CMOs, and P&L owners.
•A track record of building and scaling Customer Success functions from the ground up in high-growth, fast-paced SaaS environments.
•Strong commercial acumen — comfortable owning NRR/GRR and expansion targets, not just satisfaction metrics.
•Excellent executive presence and communication skills, with the ability to represent the company at the CXO level.
•Prior experience in a leadership CS role (Director/VP/SVP) at a B2B Enterprise SaaS company is required.
•Comfortable operating at both strategic and operational levels — equally at ease in a board deck and a customer escalation call.
•Based in Delhi NCR, Mumbai, or Bengaluru, and comfortable with a full-time, in-office work arrangement.
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