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Position: AVP - Customer Success : Enterprise (Strategic Account) - Mumbai Department : Customer Success Reports To : Chief of Customer Success Location : Mumbai Job Type : Full-time Experience : 12+ years in Customer Success - Managing experience of Enterprise Accounts management Job Purpose We are seeking a seasoned and strategic AVP - Customer Success : Enterprise to lead the Customer Success function for our high-value strategic accounts. This role will focus on developing deep relationships with enterprise customers, ensuring customer satisfaction, maximizing product value, driving adoption, and growing account revenue through renewals and expansion opportunities. You will lead a team of senior Customer Success Managers (CSMs) and collaborate cross-functionally with Sales, Product, Marketing, and Support to ensure that our largest customers derive maximum value from our solutions. Key Responsibilities 1. Strategic Leadership: · Own and grow relationships with large enterprise clients, acting as a trusted advisor to HR, CHROs, and well-being champions.. · Define and track KPIs and success metrics for customer health, satisfaction, retention, and expansion. 2. Customer Relationship Management: · Drive customer retention, satisfaction, and account expansion through exceptional engagement and value delivery. · Act as executive sponsor and escalation point for key accounts. · Establish trusted advisor relationships with C-level stakeholders at enterprise clients. 3. Account Management: · Oversee a portfolio of high-value customers and ensure successful onboarding, adoption, and renewal. · Identify growth opportunities within accounts and partner with Sales for upselling and cross-selling. 4. Team Leadership & Development: · Build, lead, and mentor a high-performing team of senior CSMs. · Foster a culture of ownership, proactivity, and customer-centricity. 5. Cross-Functional Collaboration: · Collaborate with Clinical, Product, Tech, and Marketing teams to ensure seamless delivery of customized programs.. · Provide customer insights and feedback to influence product roadmap and strategy 6. Operational Excellence · Create and optimize account playbooks, success frameworks, and internal processes to improve scalability and consistency. · Ensure compliance with internal and client-specific data privacy and confidentiality norms. Qualifications : - Postgraduate / MBA or equivalent advanced degree preferred 12+ years of experience in customer success, enterprise account management, or a related field. At least 5+ years of experience managing teams and working with enterprise-level accounts. Experience in well-being, healthcare, HR tech, SaaS, or professional services is highly desirable. Knowledge, Skills & Abilities (KSAs) Knowledge (What the person should know) · Deep understanding of corporate well-being, employee assistance programs (EAP), and HR strategies. · Familiarity with B2B enterprise account management in a consultative, service-based, or SaaS environment. · Knowledge of customer success methodologies, program lifecycle management, and impact reporting. · Awareness of Indian workplace mental health trends, regulations, and DEI initiatives is a plus. Skills (What the person should be able to do) · Strategic Communication: Exceptional ability to present to and influence senior HR and business leaders. · Data Storytelling: Competency in using analytics and dashboards to communicate program effectiveness. · Account Planning & Program Design: Skilled in co-creating program strategies that align with organizational goals. · People Leadership: Experience building and managing customer-facing teams across regions. · Negotiation & Conflict Management: Ability to navigate tough conversations and align expectations. Abilities (Capacity to perform based on attributes) · Ability to build long-term strategic partnerships and navigate complex enterprise ecosystems. · Empathy-driven leadership with a customer-centric mindset, especially in the context of emotional well-being. · Resilience under pressure; able to lead teams through ambiguity and growth. · Capability to balance commercial and mission-driven objectives effectively. · Strong organizational and project management ability, with attention to detail. Key Performance Indicators (KPIs) · Client Retention Rate (Value and Count) · Billing and Collection · Program Utilization & Engagement Metrics · Customer Satisfaction · Upsell and expansion revenue · Work Environment Hybrid Work Model Travel as needed for client meetings or industry events Show more Show less
