Head Customer Success

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Purpose

The Head Customer Success will lead Company's customer-facing functions, ensuring seamless integration, Vehicle validation, and after-sales service / support for SynRM motors, controllers, and upcoming product lines. This mid-level leadership role requires a hands-on approach, where the individual will personally engage with OEM customers, oversee technical integrations, resolve issues, and drive customer satisfaction. Plus, the incumbent will lead the Integration, Vehicle Validation and services teams, scaling processes and building a structured support network to ensure high customer retention and loyalty.

Key Responsibilities

• Act as the primary point of contact for OEMs and customers during product integration, Vehicle validation, and Services..
• Lead customer onboarding, training, and technical support activities to ensure smooth adoption of company's solutions.
• Direct and oversee the Integration & Vehicle Validation & Services teams, ensuring successful technical delivery and customer alignment.
• Collaborate closely with Sales, Service, Product, and Engineering teams to translate customer requirements into actionable technical solutions.
• Manage pre and post-sales support operations, including troubleshooting, issue resolution, and feedback collection.
• Develop and implement standard operating procedures (SOPs) for customer support & Services, integration, and Vehicle validation.
• Share customer insights with the Product and R&D teams to drive continuous product improvement.
• Build, mentor, and lead high-performing teams to strengthen company's customer success framework.

KRA & KPIs

• Customer Satisfaction Customer satisfaction scores ( NPS) and retention rate
• Integration Success Percentage of integrations and Vehicle validations completed on time and within scope
• Issue Resolution Average resolution time and number of escalations closed
• Application Engineering Number of successful customer validations and deployments
• Knowledge Base Creation and adoption of support documentation, FAQs, and training modules
• Team Development Hiring, training, and retention of Customer Success, Application Engineering, and Validation staff

Desired Qualifications

• Bachelors or Masters degree in Mechanical, Electrical, Electronics, or Automobile Engineering.
• 12 to 15 years of experience in customer success, integration, or technical support & Vehicle validation roles in the automotive or EV sectors.
• Proven ability to manage customer relationships, resolve technical issues, and support complex integrations.
• Experience in building and leading the Integration, Vehicle Validation & Customer success teams is strongly preferred.