Team Lead – Customer Success
- Own the end-to-end customer success journey for the V7 SaaS product, focusing on customer adoption, satisfaction, and long-term value realisation.
- Act as the primary relationship owner for strategic and enterprise customers, proactively understanding their business needs and addressing concerns.
- Collaborate closely with cross‑functional teams such as Product, Engineering, QA, and Operations to ensure customer requirements are met.
- Participate in and support product testing, validate new features, and follow up on feature updates before and after release.
- Provide high-level oversight of customer queries and issues, ensuring timely resolution through coordination with internal teams.
- Track, analyse, and present customer adoption and engagement reports, using available data and ticket insights to understand usage trends and improvement areas.
- Share actionable customer feedback, enhancement requests, and adoption challenges with Product and Engineering teams.
- Proactively identify risk accounts and adoption gaps, and drive plans to improve customer health and retention.
- Create and maintain knowledge resources such as user guides, FAQs, and best-practice documentation to enable customers.
- Conduct regular customer reviews, success check-ins, and product walkthroughs.
- Train internal teams and new hires on customer success processes, product updates, and customer expectations.
- Build and mentor a high-performing customer success team as the function scales.
Requirements
- 5+ years of experience in Customer Success and Support, Project & Account Management, preferably in a SaaS or B2B software environment.
- Hands-on experience with JavaScript, jQuery, API and SQL Server.
- Good to have basic knowledge in ASP.Net
- Proven experience in managing enterprise or large customer relationships.
- Strong ability to understand customer workflows and align product value with business outcomes.
- Understanding of the Software Development Life Cycle (SDLC) and application maintenance processes.
- Excellent communication, presentation, and stakeholder management skills.
- Data-driven mindset with the ability to analyse customer metrics and drive improvement actions.
- Experience working cross-functionally with Product, Engineering, Sales, and Implementation teams.
- Familiarity with customer success tools, CRM platforms, or support systems is an advantage.
- Prior team handling or mentorship experience is a plus.