Customer Success Lead

Position Overview

We are seeking a dynamic Customer Success Lead who will drive customer value, ensure long-term retention, and collaborate closely with Product, Support, and Sales teams. This role requires a strong understanding of SaaS product behavior, data-driven decision-making, and the ability to proactively guide customers toward achieving their goals.

Unlike traditional customer service roles that are reactive, this position is proactive and growth-oriented, focusing on long-term customer outcomes, product adoption, and revenue expansion.

Key ResponsibilitiesCustomer Success Leadership

• Own and lead the end-to-end customer journey from onboarding to renewal.
• Take a proactive approach to customer engagement—identify risks, opportunities, and growth areas early.
• Drive customer goal achievement through structured success plans, adoption strategies, and continuous value delivery.
• Conduct QBRs/MBRs and present product usage trends, value metrics, and improvement opportunities.
• Monitor customer health using data analysis and intervene before issues escalate.

Product-Focused Responsibilities

• Develop a deep grasp of the company’s products and services to guide customers effectively.
• Capture customer feedback, identify patterns, and translate them into clear product feature requirements.
• Partner with Product and Engineering teams to support pilots, betas, and usability studies.
• Use product analytics to highlight adoption gaps and recommend enhancements.
• Create and maintain product documentation, playbooks, and best-practice guides.

Cross-Functional Collaboration

• Work closely with Sales to identify and support upsell and expansion opportunities.
• Collaborate with Support to ensure smooth and fast issue resolution, maintaining a clear distinction between proactive Customer Success and reactive Customer Support.
• Partner with Marketing to develop case studies, testimonials, and product success stories.
• Facilitate alignment across Product, Sales, Support, and Engineering to drive a unified customer experience.

Team & Process Leadership

• Lead, mentor, and develop a team of Customer Success Managers/Executives.
• Establish CS frameworks such as customer journey mapping, escalation management, and renewal processes.
• Track KPIs such as NPS, adoption score, churn rate, renewal rate, and onboarding time.
• Foster a culture where customer value and product excellence are central.

Required Skills & ExperienceHard Skills

• Strong data analysis capabilities to monitor customer health and identify trends.
• Deep understanding of the company’s product, platform, and use cases.
• Hands-on experience with CRM and CS tools like HubSpot, DevRev, Freshdesk, Salesforce, Sprinklr etc.
• Strong project management skills to manage onboarding, implementation, and adoption journeys.
• Proficiency in communication and collaboration tools.

Soft Skills

• Exceptional written and verbal communication skills.
• Strong leadership and people management capabilities.
• High-level problem solving and critical thinking skills.
• Effective negotiation skills, especially for renewals and escalations.
• Ability to work cross-functionally and influence without authority.

Nice-to-Have

• Experience in Product Management, Pre-sales, or Technical Consulting.
• Exposure to analytics tools
• Experience with API-driven or IoT products

• Prior involvement in building CS processes from scratch.

Job Type: Full-time

Pay: ₹70,000.00 - ₹90,000.00 per month

Benefits:

• Provident Fund

Experience:

• Technical Consulting: 4 years (Required)
• Customer support: 4 years (Required)

Location:

• Bangalore, Karnataka (Required)

Work Location: In person