Head of Customer Success

Job Title: Head Customer Success

Location: India (Delhi/Hyderabad as applicable)

Experience Required: Senior Leadership (15+ years preferred)

Industry: Engineering / Technology / Telecom / Manufacturing

Job Summary:

We are seeking an experienced Customer Success Head to lead and scale the Customer Success function. The role will own the complete Customer Success lifecycle and ensure strong engagement with USA-based customers, driving retention, satisfaction, and long-term value. The ideal candidate will come from an engineering or technology-driven organization and have proven leadership in managing global accounts.

Key Result Areas (KRAs) Full Customer Success Lifecycle:

1. Customer Onboarding & Implementation

• Design and lead structured onboarding programs
• Ensure smooth transition from sales to delivery
• Define customer success goals and success metrics

2. Adoption & Engagement

• Drive product/service adoption and usage
• Conduct regular customer health checks and QBRs
• Proactively identify risks and improvement areas

3. Value Realization & Relationship Management

• Align customer outcomes with business objectives
• Act as trusted advisor for key USA customers
• Build executive-level relationships

4. Support Coordination & Escalation Management

• Own major customer escalations
• Work closely with engineering, support, and operations teams
• Ensure timely resolution and customer satisfaction

5. Retention & Renewal Management

• Own renewal strategy and execution
• Minimize churn and maximize contract renewals
• Track retention KPIs

6. Expansion, Upsell & Cross-sell

• Identify growth opportunities within existing accounts
• Partner with sales for expansion revenue
• Drive account growth plans

7. Customer Advocacy & Feedback

• Develop customer champions and references
• Capture customer feedback and drive product improvements
• Build case studies and testimonials

8. Team Building & Process Excellence

• Build, mentor, and lead the Customer Success team
• Define playbooks, tools, and success frameworks
• Establish metrics like NPS, CSAT, health scores

Required Qualifications & Experience:

• Bachelors/Masters degree in Engineering, Business, or related field
• 15+ years of experience in Customer Success/Account Management leadership
• Strong hands-on experience managing the entire Customer Success lifecycle
• Mandatory experience managing USA-based customers
• Background in engineering/technology organizations preferred

Key Skills & Competencies:

• End-to-end Customer Success Management
• US Client Stakeholder Handling
• Retention & Revenue Growth Strategy
• Process Building & Team Leadership
• KPI & Metrics Management
• Escalation & Relationship Management

Please apply your resume with following question

1. Briefly describe your experience in leading the complete Customer Success lifecycle (onboarding, adoption, retention, and expansion).

2. Have you managed USA-based customers or international/global accounts? If yes, please mention the industry and type of clients.

3. Do you have experience working in an OEM, ODM, or engineering-driven company as a Customer Success Manager/Head for international clients?