Activate JobCopilot
This role is for one of our clients
Industry: Management
Seniority level: Associate level
Min Experience: 3 years
Location: Bengaluru
JobType: full-time
₹2,00,000 - ₹8,00,000 a year
We are seeking a driven and customer-focused Customer Success Lead to own the end-to-end customer journey — from onboarding through retention and growth. You will play a pivotal role in building long-term relationships, ensuring customer satisfaction, and maximizing value delivery across our client base. This is a high-impact role that requires strong cross-functional collaboration, operational excellence, and a deep understanding of customer needs.
Key Responsibilities
1. Own the Customer Lifecycle
Lead onboarding processes to ensure customers derive value quickly and effectively.
Build proactive engagement plans to drive product adoption and long-term retention.
Monitor customer health and usage metrics to anticipate risks and prevent churn.
2. Relationship & Account Management
Serve as the main point of contact for high-value clients, acting as a trusted advisor.
Conduct regular check-ins and business reviews to align on goals and outcomes.
Identify and pursue upsell/cross-sell opportunities in collaboration with Sales.
3. Strategic Process & Team Building
Develop and implement scalable customer success frameworks and playbooks.
Help shape the voice and tone of customer communications.
Support in building and mentoring a high-performing customer success team over time.
4. Collaboration & Feedback Loop
Work closely with Product and Tech teams to relay customer feedback and influence product enhancements.
Coordinate with Sales and Marketing to ensure alignment in messaging and customer positioning.
Support case study creation and success story initiatives.
5. Reporting & Performance
Track and analyze KPIs such as NPS, retention rate, product adoption, and support ticket trends.
Create dashboards and reports to present customer health insights to leadership.
Establish data-driven processes for continuous improvement.
Requirements
3–6 years of experience in customer success, account management, or similar customer-facing roles.
Experience in a SaaS, B2B, or tech-driven environment strongly preferred.
Proven ability to manage and grow customer accounts with measurable outcomes.
Excellent communication, stakeholder management, and conflict resolution skills.
Analytical mindset with the ability to turn data into insights and strategy.
Familiarity with CRM and customer success tools like Salesforce, Zoho, Intercom, or Gainsight.
You’ll Thrive in This Role If You:
Are passionate about helping customers succeed and grow.
Have a strategic mindset but love rolling up your sleeves to solve problems.
Enjoy working cross-functionally in a fast-paced, evolving environment.
Take full ownership and pride in customer satisfaction and retention.
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