Head of Customer Success

As the Head of Customer Success at Loop, reporting directly to the President/CFO, you will play a crucial role in managing and growing approximately 50% of Loop's total organizational revenue. Your primary responsibility will be to ensure a world-class experience for over 800 B2B customers. This leadership position requires a high-impact individual who can excel in both exceptional account servicing and strategic revenue expansion, with the potential for future growth into the SVP, Delivery role and even the CEO position. Your key responsibilities will include overseeing the delivery of five core employee services to corporate customers. This includes ensuring seamless policy issuance, claims excellence, proactive customer support, product adoption, and data-driven insights. You will be responsible for defining and implementing scalable processes to consistently deliver these services, leading a team to drive engagement and customer value, and acting as the final escalation point for critical issues. In terms of driving account expansion, your focus will be on achieving 150% Net Revenue Retention (NRR) across the mid-market portfolio. This will involve managing renewals, driving cross-sell and upsell opportunities, and leveraging data for strategic growth. You will build and execute a structured playbook for renewals, cross-sell, and upsell, own revenue accountability for retention and expansion, and collaborate with various teams to maximize customer value. In addition to your operational responsibilities, you will lead a team of 40+ Customer Success Managers and 5 Regional Heads, defining the culture and structure of the customer success function. Your role will also involve coaching, mentoring, and developing future leaders within the organization. To excel in this role, you should have proven experience in B2B customer success or account management, with a preference for experience in high-touch industries such as SaaS, insurance, healthcare, or financial services. You should demonstrate strategic leadership, process excellence, data-driven decision-making, and people management skills. Additionally, you should possess a deep empathy for customers, a customer-centric mindset, and a willingness to engage in high-touch client meetings. Joining Loop will offer you the opportunity to lead a mission-critical function, define best-in-class customer success practices at one of India's fastest-growing insure-tech companies, and have a growth path to potentially becoming the CEO of the broking business. If you are passionate about building and scaling a world-class customer success team, we encourage you to apply for this high-impact, high-growth role at Loop. Let's talk!,