Customer Success Lead

Job Title: Lead, Customer Success & Support

Location: [Pune / Onsite] Reports to: [Product Head / COO]

Role Overview

We are looking for a strategic and technical Customer Success & Support Lead to own the entire post-sales journey. You will lead the charge in ensuring our customers are supported when they have issues and successful in achieving their business goals. In this role you will manage high-value accounts while building the systems, documentation, and teams required to scale our support and success operations.

Key Responsibilities

1. Strategic Success & Retention (Relationship)

• Success Playbooks - Define the customer lifecycle, from initial onboarding to maturity and annual renewal.
• Retention Ownership - Own the Net Revenue Retention (NRR) metric. Proactively identify at-risk accounts and execute "save" plans.
• Executive Presence - Conduct Monthly / Quarterly Business Reviews with key stakeholders to understand customer pain points

2. Technical Support Excellence (Resolution)

• Support Operations - Manage the support ticket queue (Tier 1-3), ensuring all inquiries are handled within established Service Level Agreements (SLAs).
• Escalation Management - Serve as the final point of escalation for critical technical issues, coordinating between the customer and the Engineering team.
• Self-Service Strategy - Lead the creation of a comprehensive Knowledge Base, FAQ, and video tutorials to reduce ticket volume.

3. Cross-Functional Leadership

• The Feedback Loop - Synthesize support trends and success stories into actionable insights for the Product Manager to influence the roadmap.
• Voice of the Customer - Communicate customer pain points / requirements to the engineering team
• Customer Case Studies / Testimonials - Create customer testimonials / case studies along with the marketing team.
• Team Building - Recruit and mentor a team of CSMs and Support Specialists as the company grows.

Success Metrics (KPIs)

• Net Revenue Retention (NRR): Growth and retention of existing contract values.
• Customer Satisfaction Score (CSAT) & NPS: Measuring the quality of both support interactions and overall product sentiment.
• First Response & Resolution Time: Speed and efficiency of the support desk.
• Churn Rate: Minimizing the percentage of customers leaving the platform.

Skills & Qualifications

• Experience: 10+ years in SaaS, with at least 3 years in a leadership role spanning Customer Success or Technical Support.
• Tech Savvy: Comfortable with SaaS productAPI basics, logs, and integrations
• Tools: Expert-level knowledge of CRM (HubSpot/Salesforce) and Support tools (Zendesk/Intercom/Freshdesk).

Requirements

• Education: Bachelors degree in Business, Marketing, IT, or a related field.
• Technical Aptitude: Basic knowledge of Java, React, AWS. Understanding of API, Logs, integrations etc. Need understanding of a complex software product and explain it to non-technical users.
• Communication: Exceptional communication, presentation and "active listening" skills.
• You are a natural problem-solver who remains calm when customers are frustrated.
• Experience: Previous experience in SaaS, Account Management, or Technical Support is highly preferred.

Key Performance Indicators (KPIs)

• Gross & Net Revenue Retention (GRR/NRR)
• Customer Health Score
• Onboarding Completion Rate
• Product Adoption Rate (Feature Depth/Breadth)