Customer Success Lead

Job Description

About AppsFlyer

AppsFlyer helps businesses grow smarter through data. As a global leader in mobile measurement and marketing analytics, we work with the worlds top brands to drive impact. Across 25+ offices, were united by one goal: helping our customers succeed.

About The Role

Were hiring a Customer Success Group Lead to head our India Customer Success team. Youll lead a team of 1012 experienced CSMs managing a large portfolio of customers across all segments and verticals in India.

This is a high-impact leadership role. Youll need to think strategically, lead operationally, and step in tactically when it countswhether its an escalation, a strategic review, or driving team performance.

How Our CS Teams Operate

Customer Success at AppsFlyer is an end-to-end ownership role. From post-sales implementation to renewal planning and expansion, CSMs lead every stage of the customer lifecycle.

Owing to the complexity of the AppsFlyer product, our current engagement is a mix of reactive and proactive. That said, were making a clear shift: less reactive firefighting, more proactive planning.

Our CS Team Is Responsible For

- Guiding customers through implementation and onboarding
- Driving product adoption and usage
- Leading strategic business reviews
- Building relationships with users and decision makers on the customer side
- Managing risks and solving challenges early
- Planning renewals and forecasting account health
- Generating Customer Success Qualified Leads (CSQLs) for expansion

Beyond the AppsFlyer product, we expect our CSMs to work as Growth Partners to our customers helping them grow their business by sharing best practices, insights and more.

We partner closely with Account Management to align on commercial goals and deepen customer impact.

What Youll Own

Team Leadership & Strategy

- Lead and grow a team of 1012 CSMs (experience range: 415 years)
- Define structure, territory coverage, and team goals
- Coach for both consistency and individual ownership
- Build scalable systems and playbooks for proactive execution
- Help shape regional CS strategy in partnership with SEAPAC leadership

Customer Impact & Growth

- Act as executive sponsor for key accounts across India
- Build long-term relationships with CMOs, VPs, and senior stakeholders
- Guide the team to deliver measurable value and business outcomes
- Identify upsell and expansion opportunities through customer insight
- Partner closely with Sales, Solutions, Product, and Marketing teams

Execution Excellence

- Develop deep product fluency and lead with clarity in escalations
- Step in during critical conversationswhether internal or external
- Use data to inform decisions, track progress, and prioritize effort
- Represent India CS in regional and cross-functional planning

Requirements

- Minimum 12 years of experience in SaaS, Martech, or Adtech
- At least 5 years leading CSMs; experience managing managers is a strong plus
- Deep understanding of mobile/app marketing and attribution models
- Ability to operate at multiple levels: strategic, operational, and hands-on
- Strong analytical skills; comfort with data, metrics, and tooling (SQL, Salesforce, dashboards)
- Excellent communication and storytelling abilities, especially with senior stakeholders
- Proven track record of working cross-functionally to solve business problems
- Bonus: Understanding of AI (LLMs, MCP, Workflows, Agents, etc) is a HUGE plus

Why This Role Matters

India is one of our most critical growth markets. This role is central to how we scale Customer Success in the region by reducing reactivity, increasing proactive value, and driving meaningful outcomes for customers.

If you&aposre a builder, operator, and leader who thrives on clarity, ownership, and execution, wed love to meet you.

As a global company operating in 19 countries across 25 offices, we reflect the human mosaic of the diverse and multicultural world in which we live. We ensure equal opportunities for all of our employees and promote the recruitment of diverse talents to our global teams without consideration of race, gender, culture, or sexual orientation. We value and encourage curiosity, diversity, and innovation from all our employees, customers, and partners.

As a Customer Obsessed company, we must first be Employee Obsessed. We need to make sure that we provide the team with the tools and resources they need to go All-In. Oren Kaniel, CEO

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