Customer Success Lead

About the Company

Join a high-growth AI company at the forefront of Revenue Intelligence for Enterprises.

About the Role

As a Customer Success Strategist, you'll go beyond day-to-day account management to shape strategy, drive adoption, and play a key role in helping Indias top financial institutions unlock business value from cutting-edge generative AI solutions. This role offers a unique blend of strategic thinking, stakeholder engagement, and hands-on execution ideal for someone who wants to grow into a senior client-facing or product leadership role in the fast-evolving AI space.

Responsibilities

• Strategic Partnering: Build strong, consultative relationships with senior stakeholders at client organizations. Act as a trusted advisor who understands their goals and helps them realize measurable ROI.
• Client Onboarding & Enablement: Lead seamless onboarding journeys, ensuring quick time-to-value and adoption of mission-critical features within our speech analytics platform.
• Growth Driver: Identify and pursue upsell and cross-sell opportunities by understanding client needs and uncovering new use cases aligned with their evolving strategy.
• Success Planning: Design and execute proactive customer success strategies that help clients meet their business KPIs - and turn our platform into a growth lever.
• Insight-Backed Retention: Monitor account health, preempt churn risks, and act fast with insights-driven playbooks that keep clients engaged and satisfied.
• Use Case Development: Collaborate with clients to refine speech analytics use cases that solve real business problems - from collections optimization to compliance automation.
• Product Influence: Channel client feedback and field insights to the product team, shaping roadmap decisions and enhancing feature relevance.
• Executive Business Reviews: Lead quarterly success reviews and check-ins, showcasing impact, aligning on goals, and unlocking new collaboration opportunities.
• Cross-Functional Collaboration: Partner with sales, product, and operations teams to ensure seamless handovers, unified goals, and strong account momentum.
• Best Practice Champion: Help build scalable success frameworks, playbooks, and knowledge-sharing processes to level up the customer experience across the board.

Qualifications

Education details not specified.

Required Skills

• Excellent communication and relationship-building skills, especially with senior stakeholders.
• Strategic thinker with strong analytical and problem-solving abilities.
• Self-starter who thrives in fast-paced, ambiguous environments.

Preferred Skills

• Bonus: Experience in AI/ML, Prompt Engineering, or working with BFSI clients.

Pay range and compensation package

Experience: Flexible

Equal Opportunity Statement

We are committed to diversity and inclusivity.