Customer Success Lead

2 weeks ago

Bengaluru, India Cropin Full time

About the Role

We are seeking an experienced Customer Success Team Lead to drive customer satisfaction, retention, and growth through effective team leadership and strategic customer engagement. This role will be responsible for managing a team of Customer Success Managers while ensuring operational excellence and maintaining strong relationships with key stakeholders.


Key Responsibilities

Strategic Leadership & Team Management

- Lead and mentor a team of Customer Success Managers to exceed performance goals and KPIs

- Conduct regular performance reviews and support team members' professional development

- Define and track team objectives, providing regular feedback and guidance

- Drive operational excellence through best practices implementation and continuous process improvement

- Oversee the hiring, training, and retention of CSM team members

Customer Health & Success

- Maintain portfolio health with a focus on achieving an NPS score of 40 or higher

- Develop and align long-term account plans through stakeholder discussions

- Implement and monitor Customer Health Score tracking systems

- Act as an escalation point for customer issues

- Lead strategic business reviews with key stakeholders

- Create and maintain risk management plans for all accounts

Revenue Growth & Retention

- Drive 100% contract renewal rate within 30 days of expiry

- Identify and pursue opportunities to increase share of wallet

- Partner with sales teams to support upsell and cross-sell initiatives

- Ensure proper documentation of ROI for customer contract renewals

- Monitor and optimize portfolio targets and churn metrics

Operational Excellence

- Develop and maintain customer success playbooks and best practices

- Establish quality standards and implement quarterly improvement initiatives

- Create and maintain knowledge repository for team reference

- Drive customer advocacy through case studies and testimonials

- Ensure adherence to operational SOPs and best practices

- Lead cross-functional initiatives for strategic customer success


Required Qualifications

- 8+ years of experience leading customer-facing teams in a SaaS environment

- Proven experience of leading team of 3-5

- Proven track record of managing and scaling customer success operations

- Strong understanding of customer success metrics, KPIs, and best practices

- Experience with customer success platforms, CRM systems, and related tools

- Excellent stakeholder management and communication skills

- Demonstrated ability to drive team performance and professional development

- Experience in implementing and optimizing customer success processes

- Strong analytical and problem-solving capabilities


Preferred Qualifications

- Experience working with enterprise / strategic accounts

- Track record of driving customer expansion and revenue growth

- Knowledge of industry-specific challenges and solutions

- Experience in cross-functional leadership roles

- Background in implementing customer success technology solutions


Impact Measures

- Team performance metrics (NPS, renewal rates, expansion revenue)

- Customer health scores and portfolio metrics

- Revenue growth and share of wallet increases

- Team member satisfaction and retention rates

- Process improvement and operational efficiency metrics

- Customer advocacy and reference ability metrics

  • Customer Success Lead

    2 months ago

    Bengaluru, India Aerchain Full time

    Job Title: Senior Manager/ Lead - Customer SuccessExperience: 7 to 10 yearsLocation: BangaloreEducation: MBA from a top-tier business schoolIndustry: SaaS / Technology / B2BAbout the RoleWe are seeking a highly motivated and experienced Senior Manager of Customer Success to lead and drive customer happiness, retention, and success metrics at Aerchain....

  • Customer success lead

    2 weeks ago

    Bengaluru, India Aerchain Full time

    Job Title: Senior Manager/ Lead - Customer SuccessExperience: 7 to 10 yearsLocation: BangaloreEducation: MBA from a top-tier business schoolIndustry: Saa S / Technology / B2 BAbout the RoleWe are seeking a highly motivated and experienced Senior Manager of Customer Success to lead and drive customer happiness, retention, and success metrics at Aerchain....

  • Customer Success Lead

    2 weeks ago

    Bengaluru, India Cropin Full time

    About the RoleWe are seeking an experienced Customer Success Team Lead to drive customer satisfaction, retention, and growth through effective team leadership and strategic customer engagement. This role will be responsible for managing a team of Customer Success Managers while ensuring operational excellence and maintaining strong relationships with key...

  • Customer success lead

    2 weeks ago

    Bengaluru, India Cropin Full time

    About the RoleWe are seeking an experienced Customer Success Team Lead to drive customer satisfaction, retention, and growth through effective team leadership and strategic customer engagement. This role will be responsible for managing a team of Customer Success Managers while ensuring operational excellence and maintaining strong relationships with key...

  • Customer Success Lead

    2 months ago

    Bengaluru, India Aerchain Full time

    Job Title:Senior Manager/ Lead - Customer SuccessExperience:7 to 10 yearsLocation:BangaloreEducation:MBA from a top-tier business schoolIndustry:SaaS / Technology / B2BAbout the RoleWe are seeking a highly motivated and experienced Senior Manager of Customer Success to lead and drive customer happiness, retention, and success metrics at Aerchain. This role...

  • Customer Success Lead

    2 months ago

    Bengaluru, India Aerchain Full time

    Job Title: Senior Manager/ Lead - Customer SuccessExperience: 7 to 10 yearsLocation: Bangalore Education: MBA from a top-tier business schoolIndustry: SaaS / Technology / B2BAbout the RoleWe are seeking a highly motivated and experienced Senior Manager of Customer Success to lead and drive customer happiness, retention, and success metrics at Aerchain. This...

  • Customer Success Lead

    2 months ago

    Bengaluru, India Aerchain Full time

    Job Title: Senior Manager/ Lead - Customer SuccessExperience: 7 to 10 yearsLocation: Bangalore Education: MBA from a top-tier business schoolIndustry: SaaS / Technology / B2BAbout the RoleWe are seeking a highly motivated and experienced Senior Manager of Customer Success to lead and drive customer happiness, retention, and success metrics at Aerchain. This...

  • Customer Success Lead

    2 months ago

    Bengaluru, India Aerchain Full time

    Job Title: Senior Manager/ Lead - Customer Success Experience: 7 to 10 years Location: Bangalore Education: MBA from a top-tier business school Industry: SaaS / Technology / B2B About the Role We are seeking a highly motivated and experienced Senior Manager of Customer Success to lead and drive customer happiness, retention, and success metrics at...

  • Customer Success Lead

    1 month ago

    Bengaluru, Karnataka, India BHIVE Workspace Full time

    Customer Success LeadAt BHIVE Workspace, we are seeking a highly skilled Customer Success Lead to join our team. As a key member of our sales team, you will be responsible for providing guidance and support to our sales team in handling complex deals.Key Responsibilities:Collaborate with stakeholders to assess and strategize for challenging...

  • Customer success lead

    1 week ago

    Bengaluru, India Nymble Full time

    Nymble builds cooking robots that live inside your kitchen and cook food for you completely autonomously. Nymble robots use Artificial Intelligence enabled Computer Vision to consistently and reliably cook the best food for our usersSee it in action: is a fast-growing Series-A funded startup backed by Tier-1 VCs including Accel Partners, Waterbridge...

  • Customer Success Lead

    1 week ago

    Bengaluru, India Nymble Full time

    Nymble builds cooking robots that live inside your kitchen and cook food for you completely autonomously. Nymble robots use Artificial Intelligence enabled Computer Vision to consistently and reliably cook the best food for our usersSee it in action: is a fast-growing Series-A funded startup backed by Tier-1 VCs including Accel Partners, Waterbridge...

  • Customer Success Lead

    7 days ago

    Bengaluru, India Nymble Full time

    Nymble builds cooking robots that live inside your kitchen and cook food for you completely autonomously. Nymble robots use Artificial Intelligence enabled Computer Vision to consistently and reliably cook the best food for our usersSee it in action: is a fast-growing Series-A funded startup backed by Tier-1 VCsincluding Accel Partners, Waterbridge...

  • Customer Success Lead

    1 week ago

    Bengaluru, India Nymble Full time

    Nymble builds cooking robots that live inside your kitchen and cook food for you completely autonomously. Nymble robots use Artificial Intelligence enabled Computer Vision to consistently and reliably cook the best food for our usersSee it in action: is a fast-growing Series-A funded startup backed by Tier-1 VCsincluding Accel Partners, Waterbridge...

  • Customer Success Lead

    1 month ago

    Bengaluru, Karnataka, India BHIVE Workspace Full time

    Lead Customer SuccessAt BHIVE Workspace, we're seeking a seasoned professional to join our team as a Lead Customer Success. This role is perfect for someone who thrives in a fast-paced environment and is passionate about delivering exceptional customer experiences.Key Responsibilities:Provide guidance and support to the sales team in handling complex...

  • Lead-customer success

    3 weeks ago

    Bengaluru, India BHIVE Workspace Full time

    Role : Lead - Customer Success (Hospitality)Experience Range : 6-8 Years ExperienceQualification : Bachelors of Hotel ManagementInterview Process : Applicant questionnaire Assessment Face to Face Rounds HR RoundAbout the Company: The BHIVE Group stands at the forefront of revolutionizing enterprise-grade managed offices & coworking spaces for...

  • Lead-Customer Success

    1 month ago

    Bengaluru, India BHIVE Workspace Full time

    Role : Lead - Customer Success (Hospitality)Experience Range : 6-8 Years ExperienceQualification : Bachelors of Hotel ManagementInterview Process : Applicant questionnaire > Assessment > Face to Face Rounds > HR RoundAbout the Company:The BHIVE Group stands at the forefront of revolutionizing enterprise-grade managed offices & coworking spaces for...

  • Customer Success Team Lead

    4 weeks ago

    Bengaluru, Karnataka, India Singular Full time

    About the Role:The Customer Success Manager at Singular will be responsible for ensuring that our customers get the most value out of our marketing analytics platform. This includes proactively identifying new areas of product features and enhancements that will increase client engagement. A strong understanding of the mobile advertising ecosystem,...

  • Customer Success Lead

    1 month ago

    Bengaluru, Karnataka, India BHIVE Workspace Full time

    About the RoleWe are seeking a highly skilled Customer Success Lead to join our team at BHIVE Workspace. As a key member of our sales team, you will be responsible for providing guidance and support to our sales team in handling complex deals.Key Responsibilities:Collaborate with stakeholders to assess and strategize for challenging negotiationsEnsure that...

  • Customer Success Lead

    4 weeks ago

    Bengaluru, Karnataka, India YourDOST Full time

    About the RoleWe are seeking a highly motivated and organized Customer Success Lead to manage our B2B clientele. The ideal candidate will be responsible for formulating strategies to service various categories of institutions, increasing renewal rates, driving adoption, and improving customer satisfaction.ResponsibilitiesDevelop and implement strategies to...

  • Lead-Customer Success Representative

    4 weeks ago

    Bengaluru, Karnataka, India BHIVE Workspace Full time

    Job Title: Lead-Customer SuccessWe are seeking a highly skilled Lead-Customer Success professional to join our team at BHIVE Workspace. This role is responsible for providing guidance and support to the sales team in handling complex deals, collaborating with stakeholders to assess and strategize for challenging negotiations, and maintaining a strong...