Customer Success Lead

Customer Success Lead

Role Title: Customer Success Lead (B2B SaaS | AI Platform)

Location: Onsite Mumbai

Reporting To: CEO

Company Overview

Network Science is a global AI innovation platform driving enterprise AI transformation through a metric-backward approach. With 150+ AI projects delivered and a curated ecosystem of 70+ deep-tech startups, we empower enterprises to realize measurable business outcomes. Our SaaS-based AI solutions help clients adopt AI seamlessly driving innovation, scalability, and industry leadership through speed, simplicity, and cocreation.

Role Summary

As a Customer Success Lead, you will own customer outcomes end-to-end for enterprise B2B SaaS customers while building and scaling the Customer Success functionincluding process, playbooks, operating cadence, metrics, and the CS tech stack.

Youll be hands-on in driving adoption, retention, renewals, and expansion, and will serve as the voice of the customer across Product, Engineering, AI/ML, and Salesensuring customer feedback translates into measurable product and delivery improvements.

Key Responsibilities

1) Build the Customer Success Function (Process + Operating System)

• Design and implement the Customer Success operating model: segmentation, engagement tiers, lifecycle stages, and ownership model (CS vs Support vs Sales).
• Build core CS playbooks and templates:
• Onboarding/implementation checklist + success criteria
• Success plan template (outcomes, KPIs, stakeholders, timeline)
• QBR/EBR cadence and deck template
• Renewal readiness + risk management playbook
• Escalation framework (severity definitions, SLAs, comms plan)
• Expansion identification + qualification framework
• Establish the CS operating rhythm:
• Weekly risk/health review
• Bi-weekly cross-functional escalation triage
• Monthly VOC/product feedback loop
• Renewal forecasting cadence with Sales/Leadership

2) Own the Full Customer Lifecycle (Onboarding Renewal Expansion)

• Own onboarding, adoption, value realization, QBRs, renewals, and expansion for a portfolio of enterprise accounts.
• Lead implementation success (including integrations) by coordinating internal teams and aligning customer stakeholders.
• Drive renewal planning early; proactively manage churn risks and executive sponsor alignment.

3) Customer Health, Adoption & Value Realization

• Define customer health methodology using:
• Product usage/telemetry (feature adoption, active users, frequency)
• Engagement signals (meeting cadence, stakeholder coverage)
• Support trends (ticket volume, severity, time-to-resolution)
• Sentiment (NPS/CSAT, qualitative feedback)
• Create structured save plans for at-risk accounts and run escalations with clear ownership and timelines.
• Track and improve time-to-value and adoption milestones.

4) Stakeholder Management (Enterprise + Technical)

• Build and maintain relationships with executive sponsors and day-to-day champions across business and technical teams.
• Own executive communications: outcomes reporting, roadmap alignment, risk mitigation, and value storytelling.

5) Cross-functional Execution + Voice of Customer (VOC)

• Partner with Product, Engineering, AI/ML, and Sales to resolve issues quickly and advocate for customer-driven enhancements.
• Stand up a consistent VOC mechanism:
• Intake + categorization of feedback and feature requests
• Prioritization inputs to product roadmap
• Closed-loop communication back to customers
• Ensure implementations dont degrade into just ship itmaintain clarity, accountability, and sound judgment.

What done looks like for tech setup

• Single source of truth for accounts (CRM hygiene)
• Renewal forecasting + risk visibility
• Ticket trend visibility by account
• A defined health score (even if v1 is manual)
• Repeatable onboarding and QBR execution

6) Growth Outcomes: Expansion + Advocacy

• Identify upsell/cross-sell opportunities using usage patterns, adoption maturity, and unmet needs.
• Build advocacy: references, testimonials, case studies, and lighthouse accounts.

Success Metrics (examples)

• NRR / GRR, renewal rate, churn rate
• Time-to-value, onboarding completion rate
• Product adoption (active users, key feature utilization)
• Ticket SLA compliance, time-to-resolution, escalation rate
• NPS/CSAT and executive sponsor strength
• Expansion pipeline influenced/owned

Qualifications

• 37+ years in Customer Success / Account Management / Client Services in B2B SaaS (enterprise preferred).
• 2+ years as Customer Success Lead B2B SaaS (enterprise preferred).
• Proven track record in retention, renewals, and expansion.
• Strong analytical skills (usage data, feedback trends, performance metrics).
• Experience standing up process + tooling (CRM hygiene, dashboards, playbooks, cross-functional cadence).
• Strong executive communication, negotiation, and stakeholder management.
• Experience in AI platforms / enterprise software / data products is a strong advantage.
• Masters degree preferred (not mandatory).

What We Value

• Empathy + outcomes focus
• Ownership mentality
• Cross-functional collaboration (Product/Engineering/Sales)
• Customer-centric, business-impact mindset
• Clarity, accountability, and sound judgment