Customer Success Lead

3 weeks ago

Industrial Area, India Skyleaf Consultants LLP Full time

We are looking for a Senior Customer Support Manager who will operate in an owning end-to-end customer support for global enterprise clients. The role requires expertise in managing SaaS customer relationships, resolving escalations, and delivering a superior customer experience for clients primarily across the US and EMEA regions.Key Responsibilities - Serve as the primary point of contact for enterprise customers, ensuring timely resolution of support queries and escalations. - Manage hypercare support during customer onboarding and critical business phases. - Build strong, trusted relationships with enterprise customers, driving satisfaction and retention. - Analyze support issues, establish KPIs/metrics, and provide insights to improve processes and efficiency. - Collaborate closely with product, engineering, and customer success teams to resolve complex technical and functional issues. - Prepare reports, documentation, and presentations for stakeholders on customer experience and performance metrics. - Continuously identify areas for process improvements to enhance customer experience.Requirements - 5+ years of experience handling Customer Support/Customer Experience for global SaaS organizations. - Strong exposure to US and EMEA enterprise customers. - Experience in hospitality SaaS (or similar SaaS verticals) is a strong plus. - Proven ability to manage high-stakes customer relationships independently. - Excellent communication skills in English (written and verbal) with strong presentation abilities. - Analytical thinker with problem-solving skills and the ability to dive deep into multi-functional business processes. - Organized, detail-oriented, and a proactive self-starter.

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