Customer Success Lead

The core responsibilities for the job include the following:

Customer Lifecycle:

• Build structured customer journeys across onboarding, activation, adoption, engagement, renewal, reactivation, and expansion.
• Identify opportunities to improve customer engagement, product adoption, and retention.
• Develop proactive engagement programs for different customer segments and needs.
• Build mechanisms to identify and act on customer health and risk.

Customer Success Operations:

• Build the processes, playbooks, and SOPs that enable a consistent customer experience.
• Establish clear service standards, escalation mechanisms, and operating rhythms.
• Create scalable approaches to onboarding, customer education, and ongoing engagement.
• Continuously identify opportunities to improve the customer experience.

CRM, Automation, and AI:

• Build workflows and automations across the customer lifecycle.
• Use CRM, product data, AI, and communication tools to make customer engagement more timely and personalized.
• Automate repetitive interactions while ensuring high-value customers receive the right level of human engagement.
• Build customer health, engagement, and retention dashboards.

Team Leadership:

• Lead and develop a small, high-performing customer success team.
• Coach the team on customer communication, problem-solving, and product expertise.
• Establish a culture of ownership, responsiveness, and continuous improvement.
• Build the team and operating model as the function scales.

Requirements:

• We are looking for a high-energy builder and natural problem solver who enjoys creating systems and processes rather than simply operating within them.
• You should be someone who can move comfortably between talking to a customer, analyzing a customer-health dashboard, designing a workflow, and coaching a team.
• 4+ years of experience in customer success, customer experience, account management, or a related B2B role.
• Experience in B2B SaaS, technology, data, or another complex product environment.
• Experience with Freshdesk, Zoho, Salesforce, HubSpot, or similar platforms.
• Strong customer orientation and excellent communication skills.
• Experience building or improving customer lifecycle processes.
• Comfort working with CRM, helpdesk, automation, and analytics tools.
• Strong analytical and problem-solving skills.
• A strong bias toward ownership and execution.
• The ability to operate independently and build structure in a fast-evolving environment.

Good to Have:

• Experience building CS processes or teams from an early stage.
• Experience with customer health scoring, lifecycle automation, or retention programs.
• Experience with AI-enabled customer engagement.
• Experience in data, fintech, or BFSI products.