Customer Success Lead

7 hours ago

bangalore, 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 Aerchain. This role requires a strategic leader with a proven track record in managing high-dependency customer relationships, driving customer satisfaction, and leading large teams. The ideal candidate will have experience in setting KPIs, supporting automation initiatives, and conducting effective business reviews to ensure customers derive maximum value from our products.


Key Responsibilities

  • Customer Relationship Management:
  • Lead and manage key customer relationships, ensuring customer satisfaction and trust. Handle high-dependency customer accounts by acting as the primary point of contact and understanding their business goals and challenges.
  • Team Leadership & Management:
  • Build, mentor, and manage a high-performing customer success team. Drive a culture of customer-centricity, continuous learning, and performance excellence. Scale and manage a team to support the growing customer base effectively.
  • KPI and Review Mechanisms:
  • Establish and implement Key Performance Indicators (KPIs) to monitor the health of customer relationships and the success of the customer success team. Conduct regular performance reviews and provide actionable feedback to the team.
  • Customer Success Metrics:
  • Define, monitor, and report on critical customer success metrics such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT). Use data-driven insights to make informed decisions and take corrective action where necessary.
  • Business Reviews:
  • Lead Monthly and Quarterly Business Reviews (MBRs/QBRs) with customers to review progress, discuss their objectives, and identify opportunities for upselling or renewing contracts. Present success metrics and ensure alignment with customer goals.
  • Automation Support:
  • Drive and support automation initiatives to streamline customer onboarding, product adoption, and issue resolution processes. Collaborate with product and engineering teams to implement solutions that improve the customer experience.
  • Customer Happiness & Success:
  • Continuously work to enhance customer happiness by identifying and addressing any pain points in their experience with the product. Develop and execute strategies to improve overall customer engagement, retention, and expansion.
  • Cross-Functional Collaboration:
  • Work closely with sales, product, engineering, and support teams to ensure customer feedback is captured and acted upon. Collaborate on delivering a seamless and consistent customer experience.


Requirements

  • Education:
  • MBA from a top-tier business school.
  • Experience:
  • 7 to 10 years of experience in Customer Success, Account Management, or a similar role, preferably in the SaaS/Technology industry.
  • Proven track record of managing large teams and building scalable processes.
  • Experience managing customers with high dependency on product functionality and support.
  • Leadership Skills:
  • Demonstrated ability to lead large teams, set clear goals, and foster a performance-driven environment. Strong experience in setting and reviewing KPIs to ensure team effectiveness.
  • Customer-Centric Mindset:
  • Deep understanding of customer success principles and the ability to drive customer satisfaction and retention through proactive engagement and support.
  • Analytical & Strategic Thinking:
  • Ability to measure, analyze, and report on customer success metrics such as NPS and CSAT. Use data to make informed decisions that drive better customer outcomes.
  • Automation and Process Improvement:
  • Experience in supporting or leading automation initiatives that enhance efficiency and customer experience. Familiarity with customer success tools and CRM systems.
  • Strong Communication Skills:
  • Excellent communication, presentation, and interpersonal skills. Capable of handling high-stakes customer meetings, including MBRs/QBRs.

  • Head of Customer Success

    2 days ago

    bangalore, India Simpliwork Full time

    Department Customer Success Grade / Level G3B Designation Head – Customer Success Location Bangalore Reporting To CEO The Head of Customer Success is a seasoned leader in Customer Success and Professional Services, tasked with overseeing our dedicated Customer Success team. The Head - CS will lead with a strategic vision and innovative approach,...

  • Head of Customer Success

    2 weeks ago

    bangalore, India Simpliwork Full time

    Department Customer SuccessGrade / Level G3BDesignation Head – Customer SuccessLocation BangaloreReporting To CEOThe Head of Customer Success is a seasoned leader in Customer Success and Professional Services, tasked with overseeing our dedicated Customer Success team. The Head - CS will lead with a strategic vision and innovative approach, driving...

  • Head of Customer Success

    3 days ago

    bangalore, India Simpliwork Full time

    Department Customer SuccessGrade / Level G3BDesignation Head – Customer SuccessLocation BangaloreReporting To CEOThe Head of Customer Success is a seasoned leader in Customer Success and Professional Services, tasked with overseeing our dedicated Customer Success team. The Head - CS will lead with a strategic vision and innovative approach, driving our...

  • Customer Success Executive

    9 hours ago

    bangalore, India hypergro Full time

    Company Description Hypergro is a transformative AI-powered UGC Video Ads company located in Bengaluru. Our Efficient Acquisition system simplifies customer acquisition through AI-powered UGC video ads, resulting in increased traffic, installs, and sales for businesses. We prioritize user-generated content (UGC) to create personalized and engaging video ads...

  • Customer Success Manager

    3 weeks ago

    bangalore, India Amelia Full time

    Customer Success ManagerCollaboration between humans and machines is the ultimate opportunity for today’s enterprises, and no company is more prepared to lead this march toward a digital-human hybrid future than Amelia.We are a leading Enterprise Conversational AI software company with more than two decades of innovation in automation and Conversational...

  • Customer Success Manager

    3 weeks ago

    bangalore, India Skit.ai Full time

    About usSkit.ai is the leading conversational Voice AI platform in the accounts and receivables (ARM) industry, enabling collection agencies to streamline and accelerate revenue recovery. Skit.ai's Compliant, Configurable, and Easy-to-deploy Conversational Voice AI platform is enabling enterprises to automate nearly one million consumer conversations...

  • Manager- Customer Success

    3 days ago

    bangalore, India Commvault Systems (India) Private Limited Full time

    JOB DESCRIPTION About Commvault   Commvault (NASDAQ: CVLT) is the gold standard in cyber resilience. The company empowers customers to uncover, take action, and rapidly recover from cyberattacks – keeping data safe and businesses resilient. The company’s unique AI-powered platform combines best-in-class data protection, exceptional data security,...

  • Customer Success Manager

    2 weeks ago

    bangalore, India OrbitShift.AI Full time

    Must be comfortable working late hours, as the main geographies are US & EUAbout OrbitShiftOrbitShift is an AI-led SaaS Product transforming enterprise consultative technology sales. With a top-notch team of leaders from Amazon, McKinsey, IIT, Stanford, we’ve raised $8.5M from marquee investors like PeakXV (Sequoia Surge) & Stellaris Venture Partners....

  • Customer Success Engineer

    2 weeks ago

    bangalore, India Trellix Full time

    Customer Success Technical Program ManagerThreat Intelligence AnalystCustomer success EngineerCustomer Success EngineerCustomer Success EngineerSr Software Development In Test EngineerPreSales Engineering ManagerSenior Software Development EngineerAssociate Customer Success EngineerCustomer Success EngineerMajor Account Executive, Central USContent...

  • Customer Success Engineer

    3 days ago

    bangalore, India Trellix Full time

    Customer Success Technical Program ManagerThreat Intelligence AnalystCustomer success EngineerCustomer Success EngineerCustomer Success EngineerSr Software Development In Test EngineerPreSales Engineering ManagerSenior Software Development EngineerAssociate Customer Success EngineerCustomer Success EngineerMajor Account Executive, Central USContent...

  • Associate-Customer Success

    2 days ago

    bangalore, India BHIVE Workspace Full time

    Role : Sr. Executive/Executive - Customer Success (Hospitality) Experience Range : 1 - 3 Years Experience Qualification : Bachelors of Hotel Management Interview Process : Applicant questionnaire > Assessment > Face to Face Rounds > HR Round Role Summary : Customer Success/Hospitality is the USP of BHIVE. The customer success Team comprises of experienced...

  • Customer Success Engineer

    2 days ago

    bangalore, India Trellix Full time

    Regional Partner Manager - WestStaff Software Development EngineerSr. Security Operations AnalystSenior Data Protection ConsultantEmerging Leader AssociateAccountantSecurity Researcher - Malware AnalysisCustomer Success Manager ItalyInside Sales RepInside Sales RepSolutions EngineerApprentice- HREnterprise Account Manager (Benelux and Nordic regions)Analyst...

  • Customer Success Intern

    2 days ago

    bangalore, India LeadSquared Full time

    Who we are? LeadSquared is a leading Sales Execution and Marketing Automation platform used by over 1500 businesses worldwide to automate their New Sales, Renewals/Upsells and Field Sales processes. Customers control the buying process in the digital economy. Traditional CRM and marketing systems are old schools in serving the needs of high velocity sales...

  • Customer Success Manager

    3 days ago

    bangalore, India Skit.ai Full time

    About us Skit.ai is the leading conversational Voice AI platform in the accounts and receivables (ARM) industry, enabling collection agencies to streamline and accelerate revenue recovery. Skit.ai's Compliant, Configurable, and Easy-to-deploy Conversational Voice AI platform is enabling enterprises to automate nearly one million consumer conversations...

  • Customer Success Manager

    3 days ago

    bangalore, India Skit.ai Full time

    About usSkit.ai is the leading conversational Voice AI platform in the accounts and receivables (ARM) industry, enabling collection agencies to streamline and accelerate revenue recovery. Skit.ai's Compliant, Configurable, and Easy-to-deploy Conversational Voice AI platform is enabling enterprises to automate nearly one million consumer conversations weekly....

  • Customer Success Engineer

    1 day ago

    bangalore, India Trellix Full time

    Senior Software Development EngineerMonitoring and Support Engineer - ApprenticeStaff Software Development EngineerSenior Data Protection ConsultantEmerging Leader AssociateAccountantSecurity Researcher - Malware AnalysisCustomer Success Manager ItalyInside Sales RepInside Sales RepSolutions EngineerApprentice- HREnterprise Account Manager (Benelux and...

  • Customer Success Intern

    4 months ago

    bangalore, India LeadSquared Full time

    Who we are?LeadSquared is a leading Sales Execution and Marketing Automation platform used by over 1500 businesses worldwide to automate their New Sales, Renewals/Upsells and Field Sales processes. Customers control the buying process in the digital economy. Traditional CRM and marketing systems are old schools in serving the needs of high velocity sales...

  • Customer Success Manager

    3 weeks ago

    bangalore, India Warm Leadz Full time

    Customer Success Manager (CSM)As a Customer Success Manager at WarmLeadz, you’ll be responsible for campaign management, sales/marketing, and email + LinkedIn lead generation. This full-time contract position based in Bangalore (remote working possible after the probation period ends) offers the opportunity to work with businesses worldwide and to help...

  • Customer Success Manager

    3 days ago

    bangalore, India OrbitShift.AI Full time

    Must be comfortable working late hours, as the main geographies are US & EU About OrbitShift OrbitShift is an AI-led SaaS Product transforming enterprise consultative technology sales. With a top-notch team of leaders from Amazon, McKinsey, IIT, Stanford, we’ve raised $8.5M from marquee investors like PeakXV (Sequoia Surge) & Stellaris Venture Partners....

  • Customer Success Manager

    3 days ago

    bangalore, India OrbitShift.AI Full time

    Must be comfortable working late hours, as the main geographies are US & EUAbout OrbitShiftOrbitShift is an AI-led SaaS Product transforming enterprise consultative technology sales. With a top-notch team of leaders from Amazon, McKinsey, IIT, Stanford, we’ve raised $8.5M from marquee investors like PeakXV (Sequoia Surge) & Stellaris Venture Partners....