Customer Success Leader

# Head of Customer Success Management ## Company Overview Our client is a technology-driven organisation operating across Internet of Things (IoT), battery management, electric vehicle (EV) charging, connected mobility, and emerging physical artificial intelligence (AI) and robotics solutions. With an annual recurring revenue (ARR) of approximately ₹50–60 crore, the company serves enterprise customers across technology and mobility sectors. ## Job Summary The Head of Customer Success Management will lead the customer success function by managing enterprise accounts, driving revenue growth, and strengthening client relationships. This role is critical in building and scaling customer success processes, ensuring customer retention, and expanding account value to contribute to the company’s recurring revenue growth. The ideal candidate will have strong leadership skills and extensive experience in managing enterprise accounts within IoT, EV, battery technology, connected mobility, or related technology businesses. ## Responsibilities - Manage multiple enterprise accounts, build strong customer relationships, and ensure high levels of customer satisfaction and retention. - Drive account expansion through upselling, cross-selling, renewals, and recurring revenue growth across existing customers. - Lead and develop a team of 6–7 customer success professionals by setting performance goals and ensuring accountability. - Build customer success processes, account management frameworks, escalation mechanisms, and customer engagement strategies from the ground up. - Monitor account health, renewal rates, customer satisfaction, and churn risks; develop strategies to improve long-term customer value. - Establish and maintain relationships with senior customer stakeholders to understand their business needs and identify opportunities for deeper engagement. - Collaborate cross-functionally with sales, product, engineering, and operations teams to resolve customer issues and enhance service delivery. - Track and analyze key business performance metrics such as recurring revenue, renewals, account growth, customer retention, and customer lifetime value. ## Qualifications - 7–10+ years of experience in Customer Success, Enterprise Account Management, Client Success, or similar customer-facing roles. - Strong experience managing multiple enterprise accounts in IoT, EV technology, battery management, connected mobility, or related technology sectors. - Proven track record of customer retention, account expansion, renewals, and revenue generation. - Experience managing and developing teams, preferably with 6–7 direct reports or a comparable team size. - Demonstrated ability to build customer success teams, processes, or functions from scratch. - Strong understanding of recurring revenue models, customer retention strategies, account profitability, and upselling techniques. - Ability to manage complex enterprise client relationships and engage senior stakeholders effectively. - Stable career history with preferably 2–3 years or more tenure in each organisation. - Excellent communication, problem-solving, stakeholder management, and leadership skills. ## Preferred Skills - Experience working with companies in IoT, battery technology, EV charging, connected mobility, or enterprise technology solutions. - Proven success managing large enterprise accounts and delivering measurable revenue growth. - Exposure to organisations with established recurring revenue models and enterprise customer relationships. - Founder or consulting experience relevant to the industry, supported by strong commercial outcomes. - Strong educational background and pedigree preferred, though proven achievements and business impact are prioritized. ## Experience - 7 to 10+ years of relevant experience in customer success, enterprise account management, or client success roles. - Experience managing multiple strategic enterprise accounts within technology-driven sectors such as IoT, EV, battery management, or connected mobility. - Leadership experience managing teams of 6–7 professionals or similar. ## Environment - The work setting and location are not specified. - The role involves cross-functional collaboration with sales, product, engineering, and operations teams. - Likely requires managing complex customer relationships and strategic enterprise accounts.