Customer Success Lead

We are seeking an experienced Customer Success Lead to own the end-to-end client journey. This role sits within the Customer Success function, combining hands-on implementation with strategic success management to ensure clients achieve seamless onboarding, efficient adoption, and long-term value realization.

Role & responsibilities

• Implementation as part of Customer Success

1. Lead client onboarding and implementation, including requirements gathering, workflow design, configuration, testing, and go-live.
2. Collaborate with Product, Engineering, and technical teams to enable seamless integrations with client systems.
3. Deliver client training and enablement sessions to ensure smooth adoption and self-sufficiency.

• Customer Success Leadership

1. Build and maintain strong, trusted client relationships aligned with business objectives.
2. Develop and execute Customer Success Plans, tracking adoption, utilization, and performance KPIs.
3. Conduct regular Business Reviews (QBRs), demonstrating ROI and presenting actionable insights.
4. Monitor product usage trends to identify risks of churn and proactively drive engagement.
5. Partner with Sales and Account Management to identify and support upsell and cross-sell opportunities.
6. Continuously refine success frameworks and playbooks to accelerate time-to-value and improve customer outcomes.

Preferred candidate profile

• Bachelors/master’s degree in business, Technology, or related field.
• 4–8 years of experience in SaaS Customer Success with strong implementation exposure, preferably in analytics-driven or compliance-led solutions.
• Strong knowledge of data integration, BI dashboards, and reporting solutions.
• Excellent communication, stakeholder engagement, and relationship management skills across operational and executive levels.
• Proven success in reducing churn, improving adoption, and driving measurable customer outcomes.
• Proven experience in engaging with U.S.-based clients
• Certifications such as CSM, PMP, or Speech Analytics platforms are a plus.