Head of Customer Success

Quick Highlights

• Role: Build and lead the Customer Success organisation at Richpanel — owning retention, growth, and customer outcomes end-to-end.
• Reports to: CEO
• Team: You will hire and lead the Customer Success team; scale from current size as we grow.
• Mission: Turn product adoption into lasting value — reduce churn, increase expansion, and improve customer satisfaction.
• Why now: As Richpanel scales rapidly — with growing demand from 2,000+ brands — we need a senior leader to build CS structure, drive growth from existing accounts, and ensure top-tier customer experience.
• Impact: Direct ownership over key metrics like churn, NRR, GRR, expansion revenue, customer health, and renewals — with scope to shape strategy, product feedback, and long-term customer success.
  

About the Role

Responsibilities

• Manage Key Customers
• Own relationships with high-value and strategic accounts
• Run structured QBRs for customers above $500 MRR
• Understand customer goals, workflows, risks and expansion opportunities
• Ensure customers achieve measurable business outcomes
• Drive Retention & Growth
• Reduce churn, improve renewals and lead expansion conversations
• Build predictable renewal and upsell motions
• Identify expansion opportunities using usage patterns and customer feedback
• Build & Scale the CS Function
• Hire, coach, and grow the Customer Success team
• Create onboarding, renewal, expansion, and escalation playbooks
• Design and implement customer lifecycle processes
• Improve CS operations to increase team efficiency
• Improve Customer Experience
• Reduce Time-to-Value and improve onboarding speed
• Build customer health scoring systems and intervention workflows
• Handle strategic escalations and guide customers through best practices
• Become the Voice of the Customer
• Consolidate feedback and share insights with Product
• Influence roadmap priorities and eliminate friction points
• Work with Marketing on advocacy and customer stories
• Champion Product Expertise
• Build internal product training and certification
• Maintain high CS and Sales readiness
• Ensure teams stay updated on features, use cases and best practices

Outcomes

• Improve overall customer retention and reduce churn within the first 6 months
• Strengthen Net Revenue Retention and Gross Revenue Retention over the first 12 months
• Increase the share of annual contracts within the first 6-9 months
• Grow expansion revenue meaningfully over the first 12 months
• Drive consistent upsell and cross-sell contribution to MRR within the first 12 months
• Identify and activate new expansion levers within the first 12 months
• Reduce Time-to-Value (TTV) through improved onboarding within the first 3 months
• Build and implement a customer health scoring model within the first 3 months
• Deploy a structured QBR process for key account tiers within 4 months
• Establish a Customer Advisory Board within the first 6 months
• Increase customer advocacy through case studies and testimonials within the first 6 months
• Improve CSM efficiency and capacity within the first 9 months
• Launch a product certification and training program for CS and Sales within the first 3 months
  

What Success Looks Like

• Churn is low, predictable, and trending downward
• NRR and GRR consistently increase quarter over quarter
• Expansions and renewals are forecastable and on-time
• Onboarding is smooth with significantly faster value realization
• Customer health scoring is accurate and actionable
• CS team is high-performing, structured and scaling effectively
• Product team receives clear and actionable customer insights
• Customers adopt new features consistently and with confidence
• Customer sentiment improves across NPS, feedback, and support interactions
• Leadership does not need to step into tactical CS work — the system works
  

Requirements

• 6-10+ years in Customer Success or Account Management, ideally in SaaS
• Experience leading or scaling a CS team with revenue responsibilities
• Strong understanding of churn, retention, renewals, expansions and adoption
• Ability to design onboarding processes, health scores and CS playbooks
• Strong communication skills with experience handling executive stakeholders
• Data-driven: comfortable with dashboards, usage metrics and forecasting
• Ability to work cross-functionally and influence Product, Sales and Support
• High customer empathy combined with strong commercial judgment
• A builder who thrives in fast-paced environments and loves creating structure
  

Benefits

• Competitive salary and performance-based incentives
• High ownership role with direct access to founders
• Modern, chic office space in a vibrant neighbourhood
• Learning budget, growth opportunities and career progression
• Quarterly team outings and off-sites
• Chance to make a meaningful impact in a rapidly growing startup
  

Important Notes

• This is an in-office position based in Bangalore, India
• The role requires night shifts to align with US customer hours
• Our culture prioritizes results and ownership — expect autonomy and responsibility