Customer Success Lead

Customer Success Leader

Location:

Experience:

Team size:

Role Summary

all HCM modules

What You’ll Do (CSAT best practices)

• Onboarding excellence:

  Clear success plans, milestone checklists, parallel-run readiness, stakeholder maps, and sign-off rituals.

• Adoption playbooks:

  Persona-based guides, office hours/webinars, short how-to videos, and feature launch enablement to drive day-to-day usage.

• Proactive health management:

  Account health scores (usage, sentiment, support signals), early-warning triggers, and save-plans for at-risk accounts.

• Executive cadence:

  Predictable QBR/EBR rhythm, decision-maker engagement, and transparent outcomes/next steps.

• Escalation discipline (hands-on):

  Rapid triage, clear owner/ETA/comms template, daily updates until green, and post-mortem with actions.

• Renewals & expansion hygiene:

  Renewal calendar, value realization stories, business reviews that tie to outcomes; identify natural expansions (modules, seats, geos).

• Voice of Customer Product:

  Systematically capture themes, publish Top Issues & ETAs, and close the loop with customers.

• Documentation hygiene:

  Every fix and workaround becomes a one-pager/checklist in a searchable knowledge base.

• Measure what matters:

  CSAT/NPS trends, time-to-value, adoption by module, and backlog aging—reviewed weekly with the team.

Team & Operations (15–20 members)

• People leadership:

  Hire, coach, and performance-manage CSMs and onboarding/adoption specialists; establish clear role definitions and growth paths.

• Enablement & certification:

  Module-wise certification, shadowing plans, and monthly refresher sessions; call reviews with scorecards.

• Capacity & coverage:

  Account tiering, named-CSM model, holiday/on-call rotations, and fair case load balancing.

• Rhythms & tools:

  Weekly WBRs, shared templates (success plan, QBR deck, escalation note), and a simple CS dashboard (health, risks, renewals, expansions).

Must-Have Qualifications

• 10–15 yrs

  in HCM/HR Tech Customer Success managing mid-market & enterprise customers across

  India + GCC + SEA

  .
• Proven record lifting

  CSAT/NPS

  , rescuing red accounts, and delivering on-time renewals/expansions.
• Experience

  leading 15–20-member

  CS teams with clear coaching, QA of customer communications, and documentation discipline.
• Hands-on attitude—can personally dive into configurations/process flows and guide customers/teams during high-stakes moments.

Nice to Have

• Prior implementations exposure; comfort collaborating with Product, Engineering, Support, and Sales.
• Familiarity with CS platforms and simple BI for adoption/health views.