Chief Customer Success Officer- B2B

Chief Customer Success Officer

Portfolio

• Partnering with

  780+ organizations

  , impacting

  2.5 million+ employees and their families

• Supporting leading

  enterprises and SMBs

  across

  Technology, BFSI, Retail, and Manufacturing

  sectors

• Pan-India presence

  across North, West, and South regions
• Leading a

  high-performing Customer Success team

  responsible for delivery, engagement, and impact

Profile Requirements

• MBA graduate

  from a reputed institution

• 12+ years

  of overall experience with proven leadership in Customer Success / Account Management
• Experience managing

  large, multi-location teams across India

• Exposure to

  consulting, HR tech, wellness, or enterprise client environments

Role Purpose

Chief Customer Success Officer (CCSO)

You will bring customer centricity to the forefront of business strategy — driving engagement, retention, and advocacy through data-driven insights and meaningful partnerships.

Senior Leadership Team (SLT)

Key Responsibilities

• Play a strategic role within the SLT, shaping and executing long-term customer success vision
• Deliver on the

  four pillars of success

  — impactful experience, customer insights, community creation, and measurable impact
• Drive excellence in service delivery and customer engagement through structured processes and data-led decision making
• Establish

  benchmarks, SLAs, and KPIs

  for customer satisfaction, renewals, and impact measurement
• Oversee seamless client

  renewal and retention cycles

  , maximizing lifetime value
• Build

  strategic partnerships

  with HR leaders, wellness heads, and CXOs to drive mutual growth
• Lead a

  Customer Success team

  focused on engagement, proactive support, and advocacy building
• Collaborate cross-functionally with Clinical, Product, and Tech teams for integrated service delivery
• Report on

  impact metrics

  , customer insights, and retention analytics to inform business strategy

Ideal Candidate Background

• From

  consulting firms, HR tech platforms, employee engagement / EAP / wellness organizations,

  or

  fast-scaling startups

• Experience in

  training companies, HRMS, insurance, or TPA

  environments
• Proven ability to manage

  enterprise client relationships

  and deliver service excellence
• Analytical mindset with strong understanding of

  quantitative benchmarks and performance metrics