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.