Customer Success Lead

Job Description

We are looking for a dynamic and driven individual to join our fast-paced startup environment as the Head of Onboarding and Implementation. The ideal candidate is adaptable, proactive, and solution-oriented, with a passion for delivering exceptional customer experiences. He/She thrive in collaborative settings, take ownership of tasks, and are eager to innovate and improve processes to align with customer needs and industry best practices We are an enterprise SaaS company that has successfully navigated the 0-1 journey and is now primed for the 1-10 expansion over the next 24 months. We aim for growth that is not only rapid but also efficient and sustainable. You will be part of the core team with a significant contribution to the overall strategy of the organisation. You will be reporting to the head of business operations. Your specific responsibilities include: Team Leadership: Lead a team of 20-25 onboarding specialists, managing tasks and priorities to ensure smooth operations. Provide guidance, mentorship, and performance feedback to team members. Spearhead customer implementations by aligning team efforts with client requirements and deadlines. Product Implementation: Drive the end-to-end onboarding of our software for educational institutions. Understand client-specific requirements, current processes, and workflows; suggest changes to implement best practices or solutions and workarounds within the platform to suit customer needs. Act as a functional expert/consultant to understand client-specific requirements and configure the platform accordingly. Ensure timely and seamless implementation, adhering to project timelines. Stakeholder Collaboration: Work closely with institutional stakeholders to gather requirements and align expectations. Collaborate with internal teams, including product, engineering, and support, to deliver tailored solutions. Act as the primary point of contact for clients during the onboarding process. Training and Adoption: Manage the training tasks of internal team members and external stakeholders to effectively use product features as per industry best practices. Conduct training sessions for institutional staff to ensure effective use of our platform. Develop user guides, training materials, and FAQs for smooth product adoption. Process Optimization: Identify gaps in onboarding processes and recommend improvements to enhance efficiency. Customize workflows and features to meet client-specific needs. Issue Resolution: Address and resolve functional issues during the onboarding phase. Provide proactive support to ensure client satisfaction and successful go-live. Reporting and Documentation: Maintain detailed records of onboarding activities, configurations, and client feedback. Regularly update stakeholders on progress, risks, and mitigation plans. Continuous Improvement: Stay updated with product enhancements and updates. Share insights with the product team to influence future developments based on client feedback. Qualifications: 10+ years of experience in functional consulting, SaaS onboarding, or program management roles. 5+ years experience in leading high-velocity teams. Strong project management and communication skills. Exceptional people management skills for customer engagements. Proficiency in understanding software solutions Preferred: Familiarity with educational institution workflows and operations. Experience with tools such as Clickup, Jira, Confluence, or other project management platforms. Location - Bangalore Show more Show less