KodeKloud
’s a fast-growing EdTech SaaS company dedicated to transforming the way businesses upskill their teams in DevOps, Cloud Computing, and IT. Our platform offers a hands-on, practical learning experience trusted by over 1 million users worldwide.We at Kodekloud are committed to building a globally diverse team and are thrilled to extend employment opportunities to individuals in any part of the world. We require candidates to possess eligible working rights and have a compatible timezone overlap with their team to facilitate seamless collaboration.As a remote-first company, our interviews and onboarding are entirely virtual, providing a smooth and efficient experience for our candidates.
Role Overview
We are seeking a
Customer Success Leader
to take end-to-end ownership of the
customer lifecycle
—from onboarding to renewal and expansion. This strategic role will lead our
Customer Success team
, shape our
customer experience (CX) strategy
, manage
account growth
, handle
technical escalations
, and ensure
CRM and workflow excellence
to drive retention and revenue.You will serve as the
voice of the customer
, collaborating closely with Product, Engineering, Sales, and Marketing to deliver a seamless and high-impact experience for our B2B clients.
Key Responsibilities
🌟 Customer Lifecycle Management
- Own the entire customer journey—from onboarding, adoption, and engagement to renewal.
- Develop and continuously optimize playbooks for onboarding, QBRs, adoption tracking, and renewals.
📈 Expansion & Retention
- Drive account expansion by identifying growth opportunities (upsell, cross-sell) and proactively pitching relevant offerings.
- Monitor account health, churn risk, and proactively mitigate challenges to ensure retention.
💬 Customer Advocacy & Feedback Loop
- Act as the customer advocate internally—bringing structured, data-driven feedback to Product, Engineering, and Leadership.
- Create mechanisms (NPS, etc) to capture and act on customer sentiment.
🤝 Team Leadership
- Lead, coach, and scale a high-performing Customer Success team.
- Define KPIs, set clear goals, and instill a customer-first culture within the CS organization.
🔧 Technical Expertise & Support Oversight
- Ensure the CS team is equipped to handle basic to intermediate technical queries related to KodeKloud’s platform.
- Serve as an escalation point for technical or strategic conversations with clients.
🛠️ CRM & Infrastructure
- Oversee the CRM system (e.g., HubSpot) used by the CS team—ensuring clean data, automation, and effective reporting.
- Partner with RevOps to streamline processes for renewals, health scoring, and customer communications.
What Success Looks Like
- Increased Net Revenue Retention (NRR), Upsell/Expansion Opps and Customer Lifetime Value (CLTV)
- Reduced churn and improved customer health scores
- Scalable, repeatable customer onboarding and success frameworks
- High CSAT/NPS and actionable customer feedback loops
- A motivated, aligned, and metrics-driven CS team
Qualifications
Must-Haves:
- >3 years of experience in Customer Success or Account Management, preferably in B2B SaaS or edtech.
- 2+ years in a leadership role managing customer-facing teams.
- Proven track record of driving revenue through renewals and expansions.
- Strong understanding of customer journey mapping, customer health metrics, and CS tooling.
- Excellent communication skills with the ability to manage both executive and technical stakeholders.
Nice-to-Haves
- Familiarity with DevOps, Cloud, or enterprise training solutions.
- Experience working with HubSpot, Salesforce, or similar CRM platforms.
- Knowledge of product-led growth (PLG) models and customer education.
Why Join KodeKloud?
- Mission-driven company at the forefront of cloud and DevOps education.
- High-impact role with cross-functional visibility and leadership.
- Remote-first culture with global talent and inclusive values.
- Opportunity to shape the future of enterprise upskilling.
How To Apply
Send your resume and a short note on why you’re excited about this role to ananya.choudhary@kodekloud.com
