Head-Solution and Customer Success-AI Labs

Purpose/Objective

The Customer Success Head is responsible for defining and executing a customer success strategy that drives retention, revenue expansion, and customer advocacy at scale. The position oversees strategic customer engagements, team development, and collaboration across product, sales, marketing, and operations to optimize the end-to-end customer journey. As the chief advocate for customer-centricity, the Customer Success Head will drive the evolution of customer experience programs, enterprise account management, and value-driven customer interactions while aligning success metrics with business objectives.

Key Responsibilities of Role

Head-Solution and Customer Success-AI Labs Customer Success Strategy & Governance: Define and execute a comprehensive customer success framework that enhances retention, expansion, and customer lifetime value (CLV). Establish and monitor success metrics (NPS, CSAT, CLV, ARR expansion) to align customer satisfaction with long-term business goals. Implement scalable success programs to address enterprise, mid-market, and SMB customer segments with differentiated engagement models. Embed customer success governance practices by standardizing workflows, success playbooks, and customer engagement methodologies. Executive Customer Engagement & Advocacy: Build executive relationships with key customers to strengthen trust, align expectations, and drive strategic partnerships. Lead quarterly business reviews (QBRs) and executive briefings to reinforce the value delivered through the company’s AI solutions. Leverage customer feedback to shape product roadmap by advocating for user needs and identifying high-impact enhancements. Establish a customer advisory board to foster industry thought leadership and customer-driven innovation. Retention, Expansion & Revenue Growth: Drive revenue expansion by implementing data-driven strategies that improve upselling, cross-selling, and renewals. Optimize renewal forecasting models to proactively mitigate churn risks and improve revenue predictability. Align with sales and product teams to refine go-to-market strategies that enhance adoption and drive deeper solution integration. Create structured value realization frameworks that quantify and communicate tangible ROI for customers. Customer Experience & Operational Excellence: Develop and lead the execution of customer onboarding and lifecycle programs to accelerate time-to-value (TTV). Optimize support frameworks by collaborating with technical teams to reduce resolution times, streamline issue escalations, and enhance self-service capabilities. Implement AI-powered customer success automation tools for predictive engagement, sentiment analysis, and data-driven decision-making. Ensure compliance with global data protection and security standards to maintain trust and integrity in customer engagements. Leadership, Team Development & Cross-functional Collaboration: Build and mentor a high-performing customer success team that includes CSMs, renewal specialists, and customer operations managers. Foster a customer-first culture by embedding success principles across sales, product, marketing, and support teams. Lead collaboration with marketing teams to develop customer success stories, case studies, and referral programs. Develop training and enablement programs that equip customer success teams with the skills, tools, and knowledge to drive excellence. Key Stakeholders - Internal C-Suite & Executive Leadership Sales & Revenue Teams Product & Engineering Teams Marketing Teams Support & Operations Teams Key Stakeholders - External Enterprise & Strategic Customers Technology & Solution Partners Industry Analysts & Consultants

Technical Competencies

AI Strategy & Enterprise Transformation-SDIL,Decision Support Systems & Predictive Modeling-SDIL,Deployment Scalability & Implementation-SDIL,Energy Optimization & Technical Consultation-SDIL,Governance, Risk & Strategic Reporting-SDIL,Innovation & Capability Development-SDIL,Market Expansion & Global Strategy-SDIL

Qualifications and Experience

Educational Qualification: Bachelor’s or Master’s degree in Business Administration, Marketing, Technology, or related fields. MBA preferred, especially with a focus on Strategy, Customer Experience, or Digital Transformation. Certification: (Preferred but Not Mandatory) Certified Customer Success Executive (CCSE) – SuccessHACKER, Gainsight, or equivalent. Executive Leadership Certification – Harvard, MIT, or INSEAD. AI & Technology Certifications – Google AI, Coursera AI for Business. Work Experience (Range of years): 12-15 years of experience in customer success, account management, or client strategy roles in a technology-driven organization. Demonstrated leadership in scaling customer success functions, with a proven track record of driving customer satisfaction, retention, and revenue growth.