Customer sucess lead

Target Markets: India & Australia

Vertical Focus: Retail, E-commerce, & Customer-Facing Businesses

Experience Level: Mid-level / Senior Mid-level (4–7 years)

Reports To: Founders / GTM Leadership

Location: Hyderabad (Preferred)

About Us

At Zithara.ai, we are pioneering the next generation of Customer Intelligence. Our platform serves as the “North Star” for consumer brands, enabling them to unify disparate customer data, automate personalized omnichannel engagement, and deploy advanced AI Agents for sales, support, and marketing.

From deep analytics powered by our Customer Data Platform (CDP) to AI-led customer engagement, Zithara.ai helps retail and e-commerce businesses simplify retention, improve customer lifetime value, and accelerate revenue growth across India and Australia.

The Role

We are looking for a high-performing, technically sound Customer Success Team Lead to join our Hyderabad team.

This is a mid-level “player-coach” role where you will manage a portfolio of strategic retail accounts while leading and mentoring a small team of junior Customer Success Managers (CSMs) and Support Associates.

A core expectation of this role is ensuring strong customer retention outcomes. You will own and drive account health, renewal readiness, and churn prevention across your portfolio and your team’s accounts. Retention performance will be one of the most important success metrics for this role.

You will have operational oversight across three critical pillars:

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  Seamless Client Onboarding

  
  


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  Support Ticket SLA Adherence

  
  


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  Client Retention & Revenue Expansion

  
  

Key Responsibilities

1. Team Leadership & Operations

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  Lead, mentor, and coach a small team (2–4 members) of junior CSMs and Support Executives based in Hyderabad.

  
  


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  Monitor team KPIs including:

  
  
  
  
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    Customer retention rates

    
    
  
  
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    Account health scores

    
    
  
  
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    Renewal pipeline health

    
    
  
  
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    First-response and resolution times

    
    
  
  
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    Time-to-onboard

    
    
  
  
  
  


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  Ensure retention risks are identified early and addressed proactively.

  
  


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  Allocate onboarding projects and technical support tickets effectively to avoid delivery bottlenecks.

  
  


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  Act as the first escalation point for complex customer issues and technical challenges.

  
  

2. Onboarding & Implementation Support

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  Ensure the team follows standardized onboarding playbooks for rapid client activation.

  
  


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  Support brands in configuring:

  
  
  
  
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    WhatsApp Business API

    
    
  
  
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    SMS and Email channels

    
    
  
  
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    Customer journeys and campaigns

    
    
  
  
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    AI Agents and automation workflows

    
    
  
  
  
  


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  Personally lead onboarding for strategic or enterprise retail accounts across India and Australia.

  
  

3. Support Ticket Queue Management

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  Ensure all incoming technical tickets are managed within defined SLAs.

  
  


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  Coordinate closely with Product and Engineering teams to resolve:

  
  
  
  
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    Deliverability issues

    
    
  
  
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    Platform bugs

    
    
  
  
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    Integration challenges

    
    
  
  
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    System downtime incidents

    
    
  
  
  
  


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  Improve support processes to increase customer satisfaction and retention.

  
  

4. Client Retention & Account Growth (High Priority)

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  Own customer retention as a primary business metric for the team.

  
  


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  Conduct regular account reviews to identify at-risk customers early.

  
  


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  Build and execute proactive retention strategies to minimize churn.

  
  


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  Drive portfolio Net Revenue Retention (NRR) through:

  
  
  
  
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    Renewals

    
    
  
  
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    Cross-sell opportunities

    
    
  
  
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    Expansion into additional stores, channels, or AI modules

    
    
  
  
  
  


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  Maintain strong executive relationships with client stakeholders to improve long-term account stability and growth.

  
  

Qualifications & Requirements

Experience

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  4–7 years of experience in Customer Success, Technical Account Management, or Client Success within a B2B SaaS company.

  
  


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  1–2 years of experience mentoring, leading, or managing team members.

  
  

Must-Have Skills

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  Strong customer retention and account management mindset.

  
  


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  Experience working with CRM products/platforms is mandatory.

  
  


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  Hands-on experience managing enterprise customer relationships.

  
  


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  Strong technical troubleshooting and operational coordination capabilities.

  
  


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  Excellent communication and stakeholder management skills.

  
  

Technical & Domain Knowledge

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  Familiarity with:

  
  
  
  
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    CRM platforms

    
    
  
  
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    Helpdesk ticketing systems

    
    
  
  
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    WhatsApp Business APIs

    
    
  
  
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    Messaging automation tools

    
    
  
  
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    Customer engagement platforms

    
    
  
  
  
  


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  Exposure to Retail, E-commerce, Loyalty, CDP, or Marketing Automation ecosystems is highly preferred.

  
  

Communication & Time Zone Management

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  Strong English communication skills with the ability to manage enterprise accounts across India and Australian business hours.

  
  

Location

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  Based in Hyderabad or willing to relocate.

  
  

Compensation & Benefits

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  Annual CTC: ₹7–9 Lakhs per annum

  
  


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  Performance Bonus: Additional retention-based incentive tied to:

  
  
  
  
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    Customer renewal rates

    
    
  
  
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    Churn reduction

    
    
  
  
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    Portfolio health metrics

    
    
  
  
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    Expansion revenue contribution

    
    
  
  
  
  

Why Join Us?

Accelerated Leadership Growth

This role is designed as a strong stepping stone from an individual contributor into a larger Customer Success leadership role.

Work on Cutting-Edge AI & CDP Technology

Help deliver advanced Customer Data Platform (CDP), automation, and conversational AI solutions to fast-growing retail and e-commerce brands.

High Ownership & Impact

Work directly with founders and GTM leadership to shape customer success operations, retention strategy, and scalable support processes.