Vice President - Customer Success / Customer Support LeanFlo Inc.

15.0 - 20.0 years

60 - 80 Lacs

Mumbai, Thane

Work from Office

Vice President Customer Success / Customer Support (BFSI | Capital Markets) MANDATORY INCLUSION Candidates heading the Technology Support / Customer Success function in the Capital Markers / BFSI domain will ONLY be considered. THE ROLE We are seeking a seasoned leader to lead our Customer Success, Software Delivery, Support, and Managed Services functions. This role is accountable for the end-to-end post-sales customer journey, ensuring our enterprise customers achieve measurable outcomes through successful implementation, reliable support, and sustained engagement. You will play a mission-critical role in shaping how we deliver excellence to our customersthrough scalable operations, cross-functional collaboration, and a deep culture of customer-centricity. Span of Control: Post the Sales, lead Customer Success, Software Delivery, Support, and Managed Services for customer in India and Southeast Asia. Qualification : MBA / Engineering Graduate from a Tier 1 institute Post Qualification Experience: Lead the Tech Support / Customer Success function in the Capital Markets / BFSI industry Reporting to: CEO JOB RESPONSIBILITIES Customer Success & Experience - Lead the Customer Success team to deliver high-impact onboarding, enablement, adoption, and long-term value realization. - Design and implement frameworks to track customer health, satisfaction, and retention. - Drive strategic account engagement and escalation handling for key customers. - Partner with Sales and Product teams to ensure customer needs are consistently understood and addressed. Software Delivery & Implementation - Oversee project delivery for new deployments and expansionsensuring quality, timeliness, and minimal friction. - Standardize implementation methodologies, tools, and team capabilities to scale delivery capacity. - Define governance and delivery assurance practices for complex multi-stakeholder rollouts. Support & Customer Operations - Lead global customer support operations, ensuring industry-leading responsiveness, resolution quality, and satisfaction. - Drive proactive and self-serve support capabilities, enabling customers to succeed independently when needed. - Establish clear performance metrics and continuously improve operational workflows. Managed Services & Retention Enablement - Expand and operationalize managed service capabilities for customers requiring ongoing support beyond standard delivery. - Ensure managed service engagements are well-executed, referenceable, and aligned with the customers long-term success. - Work closely with internal product and engineering teams to feed insights from service delivery into roadmap discussions. Strategic Leadership - Serve as the voice of the customer at the leadership leveldriving a customer-first mindset across the company. - Attract, mentor, and lead a high-performing team across all post-sales functions. - Align post-sales operations with company strategy and contribute to executive decision-making through data, insight, and experience. CANDIDATE PROFILE Education And Prior Experience - 12-18 years of experience in customer-facing leadership roles within B2B software companies, including at least 5 years in executive-level positions. - Deep track record of leading multi-disciplinary teams across Customer Success, Support, Delivery, and/or Services functions. - Experience navigating large, complex customer organizations and driving measurable outcomes through collaboration and influence. - Demonstrated success in operational scaling, change management, and building high-performance cultures. Skills & Attributes - Executive presence with strong stakeholder management skillsinternally and externally. - Deep customer empathy paired with a strong sense of executional rigor and operational discipline. - Analytical, structured thinker with the ability to define success metrics and course-correct as needed. - Strong communicator, motivator, and team builder with a bias for ownership and continuous improvement. THE ORGANISATION - A fast-growing enterprise shaping the future of Capital Markets technology. - Offers the opportunity to work alongside visionary leadership and a team passionate about innovation. - Meaningful impact in a role that offers autonomy, visibility, and global exposure. - Attractive compensation structure, performance incentives, and long-term career growth.

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