Head of Customer Success

About the Position

Role: Customer Success

Designation: N/A

Experience: 10–15 Years

Location: Gurgaon (Work from Office – 5 Days)

Education: Any full-time bachelor’s degree (MBA preferred but not mandatory)

Industry Type: Technology / SaaS Product / AI-driven platforms

Functional Area: Customer Success / Account Management / Program

Management

Roles & Responsibilities

1. Customer Ownership & Business Accountability

• Own a portfolio of enterprise and mid-market clients post onboarding

• Act as the single point of contact for all customer-facing interactions

• Take end-to-end accountability for customer success, satisfaction, and

retention

2. Adoption & Value Realization

• Drive platform adoption across customer teams (sales reps, managers,

leadership)

• Track usage metrics, engagement, and business impact

• Ensure customers achieve tangible business outcomes (sales uplift,

execution improvement, visibility)

3. Execution & Program Leadership

• Lead implementation, rollout, and ongoing execution of customer programs

• Coordinate across Product, Tech, Data, and Ops teams

• Drive timelines, remove blockers, and ensure delivery commitments are met4. Business Reviews & Strategic Alignment

• Conduct weekly/monthly reviews and QBRs with clients

• Present structured insights on:

o Platform performance

o Business impact

o Improvement opportunities

• Act as a thought partner to clients, not just a relationship manager

5. Retention, Expansion & Risk Management

• Own customer retention and renewal outcomes

• Identify risks early and take proactive action

• Support upsell and expansion opportunities in collaboration with the sales team

team

6. Escalation Ownership & Problem Solving

• Handle customer escalations end-to-end with urgency and ownership

• Break down complex issues and drive resolution across teams

• Maintain trust and transparency during critical situations

7. Customer Feedback & Internal Influence

• Act as the voice of the customer internally

• Translate feedback into clear, actionable inputs for Product and Tech teams

• Contribute to the continuous improvement of the product and delivery

Desired Candidate Profile

Experience

• 10-15 years of experience in:

o Customer Success / Account Management / Program Management

• Preferably from:

o B2B SaaS / Technology / FMCG-tech / SFA / Analytics platforms

• Experience managing multiple enterprise or mid-market clients

Core Skills

• Strong stakeholder management and client communication skills

• Ability to drive execution across cross-functional teams

• Strong problem-solving and structured thinking

• Comfortable working with data, dashboards, and business metrics

• Ability to operate effectively in fast-paced environments

Mindset & Behavioural Fit (Critical for Success)

• Extreme Ownership: Takes accountability for outcomes, not just tasks

• Bias for Action: Moves fast and drives execution without over-dependence

• Operator Mindset: Focuses on solving problems and delivering results, not just managing relationships

• Customer + Business Balance: Able to align customer expectations with company priorities

• Strong Communication Spine: Can push back constructively and drive alignment with stakeholders

• Comfort with Ambiguity: Able to operate in evolving and unstructured environments

Good to Have

• Experience working with:

o FMCG clients / retail / distributor ecosystems

o Sales tech / SFA / GTM / analytics platforms

• Exposure to global clients or multi-region deployments

What Success Looks Like (6–12 Months)

• High customer retention and satisfaction

• Strong and consistent platform adoption across accounts

• Measurable business impact delivered to clients

• Faster resolution of issues and minimal escalations

• Identification and conversion of expansion opportunities

Why Join Us

• Be part of a high-growth AI SaaS company

• Own end-to-end customer outcomes, not just support functions

• High ownership, visibility, and career growth

• Opportunity to work alongside top professionals in a mission-driven environment.

• Engage with leading global brands and contribute to innovative sales solutions.

• Participate in wealth creation through an attractive ESOP plan designed for high

performers.