Head - Customer Service

About the Role:

Tanla platforms is a publicly listed industry leader in the markets it operates in and is at an exciting juncture in its history with some very innovative upcoming solution launches. Come be a part of and influence this pivotal point in the growth journey of Tanla. To build on our long standing reputation of deep embedded customer relationships, we are building a dedicated Customer Success organization to reinforce the commitment and serve as the tip of spear for our customer engagement.

Country Head –Customer Success

This role will report to our Chief Customer Officer (CCO). You’ll work closely with senior stakeholders within both the customer and internal ecosystem—across product, marketing, and support—to align our solutions with the evolving priorities of our clients. Success in this role requires a mix of business acumen, strategic relationship management, and a passion for customer-centric innovation.

In a company where a small number of strategic customers drive significant impact, this role is central to our growth, innovation, and reputation. You’ll shape the long-term success of our most important customers—and by extension, of our business. If you are a builder, have a customer first mindset and operator with a bias to impact and results we want to talk to you.

What You’ll be Responsible for?

Strategic Customer Leadership

• Build deep, trusted relationships with senior client executives (C-level and VP level), understanding their strategic objectives and positioning our platform as a business enabler.
• Translate customer goals into actionable account plans jointly owned with CSMs and internal teams.
• Drive quarterly EBRs (Executive Business Review) with C-level customer and Tanla leadership teams.
• Act as the

  executive sponsor

  and primary point of escalation for strategic customers in your portfolio.

Team Leadership & Execution

• Lead and mentor a team of dedicated Customer Success Managers who each manage an individual customer relationship.
• Ensure high standards of account planning, QBRs, value realization frameworks, and stakeholder engagement.
• Build a culture of

  proactive problem-solving

  and

  measurable customer impact

  .

Value Delivery & Retention

• Drive tangible

  business outcomes

  for customers through adoption, expansion, and innovation of our platform.
• Define and track customer health, risk signals, and growth opportunities, ensuring early mitigation and proactive engagement.
• Lead renewal and expansion strategy in collaboration with sales, ensuring long-term revenue retention and growth.

Internal Advocacy & Influence

• Serve as the

  voice of the customer

  , influencing product roadmap and service delivery based on strategic needs.
• Collaborate cross-functionally with Product, Engineering, Sales, and Marketing to close feedback loops and deliver cohesive customer experiences.
• Participate in executive steering committees, roadmap planning, and customer advisory boards.

What You’d have?

Experience

• 10+ years in enterprise customer success, account management, consulting, or strategic partnerships in a B2B SaaS or technology company.
• Proven success managing senior client relationships and leading teams serving large enterprise accounts.
• Strong familiarity with SaaS business models, value realization frameworks, and outcome-driven engagement strategies.
• Experience managing cross-functional teams without direct line of authority through influence.

Mindset & Skills

• A

  strategic thinker and relationship builder

  , able to command credibility with senior stakeholders on both sides.
• Customer-first orientation with a

  focus on business outcomes

  , not just technical adoption.
• Excellent leadership, communication, and storytelling skills.
• Highly organized, execution-driven, and able to thrive in a fast-paced, high-stakes environment

Why join us?

• Impactful Work

  : Play a pivotal role in safeguarding Tanla's assets, data, and reputation in the industry.

• Tremendous Growth Opportunities

  : Be part of a rapidly growing company in the telecom and CPaaS space, with opportunities for professional development.

• Innovative Environment:

  Work alongside a world-class team in a challenging and fun environment, where innovation is celebrated.

Tanla is an equal opportunity employer. We champion diversity and are committed to creating an inclusive environment for all employees.

www.tanla.com