Founder's Office - Customer Success Lead (Top IIT)

This role is for one of the Weekday's clients

Salary range: Rs 4500000 - Rs 6500000 (ie INR 45 - 65 LPA)

Min Experience: 7 years

Location: Bangalore

JobType: full-time

We are looking for an innovative and hands-on leader to establish and grow our Customer Success & Solutions function from the ground up. This crucial position entails defining the global Customer Success strategy, delivering outstanding customer outcomes, and collaborating with founders and cross-functional leaders in Sales, Product, Engineering, and RevOps. You will play a key role in ensuring an exceptional customer experience from pre-sales through to expansion, while effectively translating customer and market insights into actionable product and business strategies.

Responsibilities

• Take strategic ownership of the entire customer journey, which includes pre-sales solutioning, onboarding, implementation, post-go-live support, and expansion.
• Work alongside Sales to thoroughly comprehend prospect needs, crafting and presenting customized demos, pilots, and solution architectures.
• Act as a trusted advisor during the sales process, offering expert insight on feasibility, trade-offs, and implementation approaches.
• Lead and manage customer pilots, onboarding, and implementations, ensuring smooth transitions and successful launches.
• Proactively monitor customer health, satisfaction, and outcomes, identifying risks and managing escalations while collaborating with Product and Engineering for resolution.
• Encourage customer adoption and realization of value, as well as identifying opportunities for expansion by deeply understanding customer workflows and objectives.
• Advocate for the customer’s perspective internally, converting insights into actionable product and engineering feedback to shape the development roadmap.
• Collaborate with founders and business leaders to refine definitions of the Ideal Customer Profile (ICP), pricing models, and overall Go-to-Market (GTM) and customer strategies.
• Design, implement, and continually enhance scalable processes, documentation, and playbooks for pre-sales, onboarding, and post-sales, building a comprehensive customer success knowledge base.
• Develop and expand the Customer Success & Solutions function from early-stage growth to significant scalability (e.g., from 1 to over 100 customers), contributing across sales, operations, or strategy as needed in a dynamic startup setting.

Qualifications

• 3-6 years of progressive experience in high-growth environments such as startups, consulting, venture capital, strategy, operations, or Go-to-Market (GTM) functions, with a preference for former founders or individuals from a Founder’s Office.
• An undergraduate degree from a Tier-1 engineering institution (e.g., IIT, BITS).
• A profound understanding of business fundamentals, product complexities, and a strong empathy for end-users.
• Demonstrated experience in cross-functional collaboration across customer-facing roles, product development, engineering, revenue, or program management.
• Strong leadership and project management capabilities.
• A proactive attitude with a high level of ownership and a bias towards action.
• Excellent written and verbal communication skills, especially in client-facing situations.
• Ability to effectively engage with customers across US time zones.

Benefits

• Significant equity stake in a rapidly expanding startup.
• Comprehensive health insurance coverage for you and your family.
• A dedicated budget for ongoing learning and professional development.
• Provision of high-quality equipment and productivity tools.

Required Skills

Customer Success | Solutions Architecture | Pre-sales | Onboarding | Implementation | Customer Expansion | Product Strategy | GTM Strategy | Process Design | Project Management

Skills

Customer Success

Pre-sales

Pre-Sales Consulting

Pre-Sales Technical Consulting

Client Onboarding

Customer Onboarding

ERP Implementations

Process Implementation

Customer Expansion

Product Strategy

GTM Strategy

Process Design

Business Process Design

Project Management

Software Project Management