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Customer Success Lead

1 month ago

Ahmedabad, Gujarat, India Ishan Technologies Full time

Position: Customer Success Manager Lead

Role:

As the Head of Customer Success, you will be responsible for driving the end-to-end customer success strategy, execution, and transformation for enterprise and carrier-grade clients across India. You will lead a national team of regional Customer Success Managers and work closely with cross-functional leaders to ensure service excellence, maximize customer lifetime value, and position the company as a trusted telecom connectivity partner.

You will act as a strategic voice of the customer within the leadership team and steer initiatives that improve retention, operational efficiency, and customer advocacy across our telecom infrastructure portfolio

Key Responsibilities:

  • Strategic Leadership:
  • Define and execute the national customer success vision and framework aligned with overall business goals. Lead CS transformation initiatives to support rapid growth, digital adoption, and premium client experience.
  • Team Leadership:
  • Build, mentor, and scale a high-performing, geographically distributed Customer Success team. Create a performance-driven culture with clear KPIs for customer health, NPS, churn, and upsell.
  • Client Management:
  • Oversee the success of strategic enterprise and telecom carrier clients, including CXOs at key accounts. Serve as the executive escalation point for high-value engagements and major incidents.
  • Cross-Functional Collaboration:
  • Work closely with Sales, Product, NOC, Service Delivery, and Network Engineering to drive holistic customer outcomes and fast issue resolution.
  • Customer Lifecycle Management:
  • Drive client onboarding, adoption, renewals, and growth across services like leased lines, MPLS, SD-WAN, DIA, and last-mile connectivity. Leverage analytics to proactively improve account health and reduce churn.
  • Process Excellence & Governance:
  • Establish standardized CS operations including customer journey mapping, playbooks, automation tools, and incident governance frameworks.
  • Customer Insights & Strategy:
  • Deliver actionable customer intelligence to leadership. Influence product and service roadmaps based on evolving client needs and market dynamics.
  • Executive Reporting:
  • Provide monthly/quarterly business reviews (QBRs), customer health dashboards, and strategic insight to the CXO team and Board as needed.

Essentials:

  • 12+ years of progressive experience in customer success, service delivery, or enterprise account management, with 5+ years in a telecom or network services company.
  • Proven success managing large enterprise or carrier accounts and leading national customer teams.
  • In-depth knowledge of telecom technologies and services (e.g., MPLS, SD-WAN, Point-to-Point, FTTH, wireless links, etc.).
  • Strong leadership, stakeholder management, and executive communication skills.
  • Experience working with CRM/CS platforms like Salesforce, Gainsight, or equivalent.
  • Ability to synthesize data into strategic decisions and customer-facing improvements.
  • Willingness to travel frequently across metro and non-metro client locations.

Preferred:

  • MBA or equivalent from a reputed institute.
  • Experience in managing clients across BFSI, Manufacturing, Retail, or Government sectors.
  • Exposure to SLA-driven environments and telecom regulations (TRAI, DoT compliance).