Customer Success Head

This role is for one of Weekday's clients Salary range: Rs 1200000 - Rs 3000000 (ie INR 12-30 LPA) Min Experience: 2 years Location: Mumbai JobType: full-time Requirements About the Role We are looking for a dynamic and customer-obsessed Head of Customer Success to lead our client engagement and retention strategy for our growing ISaaS platform. This role is ideal for someone who thrives on building strong, long-term partnerships, can manage enterprise-level accounts, and knows how to engage at the CXO level with confidence and strategic insight. As the Head of Customer Success, you will oversee a portfolio of high-value clients and take ownership of their post-sale experience—ensuring value delivery, satisfaction, and renewals. You'll play a key role in expanding existing accounts and building scalable processes that drive retention, growth, and advocacy. Key Responsibilities Client Relationship Management: Act as the primary point of contact for key accounts, ensuring consistent communication and fostering long-term partnerships with senior stakeholders and decision-makers. Account Strategy & Planning: Develop and execute account plans focused on adoption, expansion, and renewals. Identify upselling and cross-selling opportunities and work with sales to capitalize on them. Customer Success Leadership: Build and manage a high-performing Customer Success team, setting clear goals, KPIs, and feedback mechanisms to ensure client satisfaction and business growth. CXO-Level Engagement: Engage with senior executives, including CTOs, CIOs, and other CXOs, to understand their business needs and ensure our platform aligns with their strategic objectives. Retention & Growth: Drive renewal and expansion efforts by proactively managing the customer lifecycle and delivering continuous value. Process & Tools Optimization: Implement scalable success playbooks, account health monitoring frameworks, and feedback loops using leading CRM and CS tools. Voice of the Customer: Collaborate with Product, Sales, and Marketing teams to relay customer feedback and contribute to roadmap planning and product development. Data-Driven Insights: Monitor account health metrics, usage patterns, and satisfaction scores to identify risk and opportunities, and act accordingly. Required Skills & Qualifications Minimum 2 years of experience in Customer Success, Account Management, or a similar client-facing leadership role, preferably in a SaaS or ISaaS environment. Proven track record of managing key accounts and driving client success, renewals, and upsells. Exceptional communication, negotiation, and relationship-building skills. Experience interacting with C-suite executives and leading strategic business conversations. Strong understanding of the SaaS business model and customer lifecycle stages. Analytical mindset with the ability to leverage customer data to drive decisions. Proficiency in CRM tools (e.g., Salesforce, HubSpot), customer success platforms (e.g., Gainsight, Totango), and reporting tools. Bachelor's degree in Business, Technology, or a related field; MBA is a plus. Show more Show less