Vice President - Customer Success / Customer Support

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

• Post Qualification Experience: Lead the Tech Support / Customer Success function in the Capital Markets / BFSI industry

Reporting to:

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.