Customer Success Lead

Designation: Customer Success Lead

Reporting To: Founder/CEO

Location: Ahmedabad

Experience: 3 to 5 years

Roles & Responsibilities

1. Customer Lifecycle Ownership

• Own the end‐to‐end customer journey:
• Onboarding → AdopƟon → Value Realisation → Renewal
• Define and track Time to First Value (TTFV) across customer segments
• Create clear success milestones for different customer segments

2. Subscription & Retention Strategy

• Analyse one‐time campaign clients to identify: High‐potential accounts for conversion to subscriptions and Reasons for non‐conversion or drop‐off
• Build and execute subscription conversion playbooks by customer segment
• Drive: Net Revenue Retention (NRR) & Gross Revenue Retention (GRR)

3. Customer Feedback & Metrics

• Design, implement, and manage customer feedback programs:
• NPS (quarterly)
• CSAT (post‐campaign)
• CES (across key workflows)
• Conduct root‐cause analysis for: Detractors, Churned accounts
• Present monthly customer health, feedback trends, and churn insights to leadership

Key Requirements

• 3–5 years of experience in Customer Success, Account Management, or Client Servicing.
• Strong understanding of subscription models, retention metrics, and lifecycle management.
• Experience working cross‐functionally with Sales, Product, Ops, and Finance.
• Analytical mindset with the ability to translate data into strategy.
• Excellent communication, stakeholder management, and presentation skills.
• Prior experience in SaaS, digital media, ad‐tech, or mar‐tech is a plus.

Job Types: Full-time, Permanent

Pay: ₹900,000.00 - ₹1,200,000.00 per year

Benefits:

• Provident Fund

Work Location: In person