Customer Success Lead

Position:

Role:

Head of Customer Success

You will act as a strategic voice of the customer within the leadership team and steer initiatives that improve retention, operational efficiency, and customer advocacy across our telecom infrastructure portfolio

Key Responsibilities:

• Strategic Leadership:

• Define and execute the national customer success vision and framework aligned with overall business goals. Lead CS transformation initiatives to support rapid growth, digital adoption, and premium client experience.

• Team Leadership:

• Build, mentor, and scale a high-performing, geographically distributed Customer Success team. Create a performance-driven culture with clear KPIs for customer health, NPS, churn, and upsell.

• Client Management:

• Oversee the success of strategic enterprise and telecom carrier clients, including CXOs at key accounts. Serve as the executive escalation point for high-value engagements and major incidents.

• Cross-Functional Collaboration:

• Work closely with Sales, Product, NOC, Service Delivery, and Network Engineering to drive holistic customer outcomes and fast issue resolution.

• Customer Lifecycle Management:

• Drive client onboarding, adoption, renewals, and growth across services like leased lines, MPLS, SD-WAN, DIA, and last-mile connectivity. Leverage analytics to proactively improve account health and reduce churn.

• Process Excellence & Governance:

• Establish standardized CS operations including customer journey mapping, playbooks, automation tools, and incident governance frameworks.

• Customer Insights & Strategy:

• Deliver actionable customer intelligence to leadership. Influence product and service roadmaps based on evolving client needs and market dynamics.

• Executive Reporting:

• Provide monthly/quarterly business reviews (QBRs), customer health dashboards, and strategic insight to the CXO team and Board as needed.

Essentials:

• 12+ years of progressive experience in

  customer success

  , service delivery, or enterprise account management, with 5+ years in a

  telecom or network services company

  .
• Proven success managing large enterprise or carrier accounts and leading national customer teams.
• In-depth knowledge of telecom technologies and services (e.g., MPLS, SD-WAN, Point-to-Point, FTTH, wireless links, etc.).
• Strong leadership, stakeholder management, and executive communication skills.
• Experience working with CRM/CS platforms like Salesforce, Gainsight, or equivalent.
• Ability to synthesize data into strategic decisions and customer-facing improvements.
• Willingness to travel frequently across metro and non-metro client locations.

Preferred:

• MBA or equivalent from a reputed institute.
• Experience in managing clients across BFSI, Manufacturing, Retail, or Government sectors.
• Exposure to SLA-driven environments and telecom regulations (TRAI, DoT compliance).