Customer Success

About KekaKeka has been a silent revolution in the making since our launch 6 years ago Our steadfast focus on building an employee-centric HR platform was well received by more than 4000 businesses across India and the world Today we are India s 1 platform in the segment with the greatest number of new customers adopting the platform All with zero advertising spend and pure customer love We are an organization built by our employees The passion and the extreme ownership that our people bring to the table are contagious We don t hide and we aren t afraid to ask for help When we fail we learn adapt and do better in the future This open culture encourages our people to innovate regardless of their function and across departmental boundaries Job SummaryAs the Team Lead for Customer Success you will oversee and guide a team of Customer Success Managers CSMs to deliver an exceptional customer experience Your primary responsibilities will include driving customer satisfaction retention and growth by ensuring customers achieve their goals using our product or service You will also act as a point of escalation for complex customer issues and ensure the team operates efficiently to meet KPIs and organizational goals Key Responsibilities Team Leadership Development Lead and mentor a team of Customer Success Managers to ensure they provide exceptional service to customers Conduct regular team meetings one-on-ones and performance reviews Foster a positive collaborative and results-driven team culture Customer Engagement Relationship Management Oversee the team s customer interactions ensuring timely responses and proactive engagement Build strong relationships with key customers acting as an escalation point when necessary Collaborate with other teams e g Sales Product and Support to solve complex customer challenges Develop and maintain customer health scorecards to monitor engagement and satisfaction Ability to report ARR NRR GRR to leadership Conduct and review At risk accounts drive initiatives for better overall CX Customer Retention Growth Drive strategies for improving customer retention and reducing churn Identify opportunities for upselling or cross-selling working with the sales team to expand account value Ensure customers achieve measurable success with our products leading to contract renewals and long-term partnerships Monitor and analyze customer success metrics e g NPS CSAT churn rate and provide actionable insights Work with product teams to communicate customer feedback and drive product enhancements Cross-functional Collaboration Collaborate closely with Sales Product and Marketing teams to ensure a unified approach to customer engagement Participate in onboarding new customers ensuring a seamless transition from sales to customer success Serve as a customer advocate within the organization ensuring customer feedback informs strategic decisions Experience 5-7 years of experience in Customer Success Account Management or a related role 1-2 years of relevant experience in managing a team of 8-15 members Proven track record of driving customer satisfaction and retention in a B2B or SaaS environment 2-4 years of relevant experience in SaaS Skills Strong leadership coaching and mentoring abilities Excellent communication and interpersonal skills with the ability to build strong relationships with customers and internal teams Analytical and problem-solving skills with the ability to leverage data to drive decision-making Proficiency with customer success software e g Gainsight Zendesk Salesforce and other CRM tools Ability to handle high-pressure situations and customer escalations with poise Preferred Qualifications Experience in SaaS or technology industries Experience with subscription-based models or recurring revenue businesses Knowledge of industry best practices for Customer Success and Retention