Head of Customer Success

4 weeks ago

Bengaluru, Karnataka, India SuperAGI Full time

About Us:

SuperAGI is pioneering the future of Artificial General Intelligence with groundbreaking research and innovative AI products. Our mission is to transform the future of applications through intelligent, autonomous solutions that drive unparalleled efficiency and growth. We are building a world where AI and human intelligence collaborate seamlessly to achieve extraordinary outcomes. If you are passionate about AI and eager to be part of a team that is shaping the future, SuperAGI is the place for you.

Job Description:

We're looking for a strategic, data-driven, and customer-obsessed Head of Customer Success to lead and scale our CS team. This role is critical to driving product adoption, customer retention, and long-term revenue growth. You'll build a world-class customer journey, own the post-sale relationship, and work cross-functionally to ensure our customers realize maximum value from our platform.

Key Responsibilities:

Strategy & Leadership -

  • Develop and execute the Customer Success strategy aligned with company OKRs.
  • Build, manage, and mentor a high-performing CS team (CSMs, Onboarding, Support, etc.).
  • Own the customer lifecycle, from onboarding to renewal and expansion.

Customer Outcomes

  • Increase customer satisfaction, retention (NDR/GRR), and advocacy (NPS/CSAT).
  • Drive product adoption and usage through effective customer education and engagement.
  • Partner with Sales and Marketing to identify and capitalize on expansion opportunities.

Operations & Enablement

  • Design scalable CS processes, and playbooks.
  • Define and monitor key metrics (e.g., churn, adoption, health scores) to ensure accountability.
  • Act as the voice of the customer internally, influencing product roadmap and go-to-market strategy.

Cross-functional Collaboration

  • Work closely with Product, Engineering, and Support to address customer needs and feedback.
  • Collaborate with RevOps, Sales, and Marketing on customer lifecycle initiatives and revenue targets.

Qualifications:

  • 7+ years in Customer Success or post-sale leadership roles in B2B SaaS, with proven success leading teams at scale.
  • Experience directly managing CSMs and building CS teams, processes, and metrics from the ground up.
  • Proven track record of improving NRR, reducing churn, and increasing product adoption.
  • Deep understanding of SaaS business models and success metrics (ARR, NRR, CAC, CLTV, etc.).
  • MBA from a top-tier business school is required.
  • Exceptional communication skills with executive presence and comfort engaging senior stakeholders.
  • Strong analytical and operational mindset with experience using CS platforms and CRM systems.

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