Head of Customer Success

3 weeks ago

Sahibzada Ajit Singh Nagar, 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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