Head Of Customer Success

2 days ago

Mohali Punjab, India Lytegen Full time

We are seeking a visionary Head of Customer Success to design build and lead our customer success department from the ground up This role goes beyond managing accounts it requires creating scalable systems playbooks and teams that will support our growth as we scale toward a 100M solar business The ideal candidate is process-driven customer-obsessed and a proven leader who can transform customer success into a strategic driver of retention loyalty and growth Key Responsibilities 1 Department Setup Strategy Build the customer success service function from scratch Develop SOPs engagement playbooks and training materials Implement systems and tools that scale with business growth 2 Customer Experience Metrics Implement and track NPS CSAT churn and retention metrics Design and manage dashboards to report customer health to leadership Analyze trends to identify opportunities for improving the customer journey 3 Process Script Development Create scripts for inbound outbound customer interactions Build escalation protocols and quality assurance processes Establish SLAs for response times resolution timelines and follow-ups 4 Team Building Leadership Hire train and lead the customer success team Define KPIs and accountability frameworks for CSMs coordinators and support staff Build a high-performance customer-centric culture 5 Cross-Department Alignment Collaborate with Sales Ops and Finance to ensure seamless handoffs and unified customer experience Act as the voice of the customer to influence product process and strategic decisions Flag recurring issues and work with internal teams to drive root-cause fixes Key Competencies Strategic Leadership - Builds and scales customer-facing departments Customer-Centric - Passionate about delivering world-class customer experiences Analytical - Uses data to track performance and drive improvements Process-Oriented - Creates systems that scale with growth Cross-Functional Collaborator - Bridges customer needs with internal teams Requirements Proven track record in building and scaling customer success or support functions preferably in SaaS energy or consumer-facing industries Excellent English communication skills verbal written Strong process orientation experience creating SOPs scripts and scalable systems Analytics-driven hands-on experience running NPS CSAT and customer health reporting Leadership experience ability to hire train and manage a growing team Highly organized detail-focused and proactive in solving problems Customer-first mindset with the ability to balance customer needs with business objectives Solar energy industry experience is a plus but not required Benefits Leadership opportunity to build and shape the customer success function from zero Exposure to a high-growth renewable energy company scaling globally Fast-paced entrepreneurial culture with direct impact on business outcomes Career growth opportunities as the organization expands

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