Head of Customer Success and Delivery
3 months ago
Head of Customer Success and Delivery
Bangalore, India
About Us:
Founded in June 2016, Mihup is an AI-powered conversational intelligence platform serving global Fortune 500 companies across sectors like automotive, banking, finance, and consumer electronics. We provide personalized real-time insights for contact center agents, enhancing sales, customer experience, and operational efficiency. Backed by Accel Partners and Ideaspring Capital, Mihup has recently raised INR 50Cr of Funding to accelerate growth and innovation.
Role Overview:
As the Head of Customer Success and Delivery, you will drive both customer success initiatives and delivery operations for Mihup's AI-powered SaaS products. You will ensure that our clients achieve their desired outcomes, leading to increased product adoption, retention, and expansion. Additionally, you will oversee the delivery team responsible for the timely implementation and deployment of our solutions.
This hybrid role demands a strategic mindset, the ability to lead cross-functional teams, and a passion for building strong client relationships.
Key Responsibilities:
Customer Success Management:
- Lead, mentor, and expand the Customer Success team to ensure client satisfaction, retention, and revenue growth.
- Define and enhance the customer journey, ensuring alignment with business goals, product utilization, and customer success.
- Build and maintain executive-level relationships with clients, including managing escalations and identifying growth opportunities.
- Drive customer lifetime value through increased product adoption, satisfaction, and overall health scores.
- Advocate for the customer internally, fostering a customer-centric mindset across the company.
- Develop and execute strategies to reduce churn, increase upsell opportunities, and create customer advocates.
Delivery Management:
- Lead the Delivery team to ensure the seamless implementation of Mihup’s solutions in alignment with client specifications and project timelines.
- Develop strategic plans for efficient resource allocation, project management, and delivery processes.
- Ensure adherence to quality standards, mitigate risks, and resolve issues to maintain project timelines.
- Foster strong relationships with cross-functional teams including Sales, Product, and Support to ensure cohesive project execution.
- Track delivery performance metrics (KPIs) to identify areas for improvement and implement corrective actions.
Leadership & Strategy:
- Deliver transformational leadership to foster a culture of excellence, innovation, and continuous improvement within both Customer Success and Delivery teams.
- Architect and scale the Customer Success and Delivery functions to meet the company’s growth objectives.
- Collaborate closely with the Sales team to identify opportunities for upselling, cross-selling, and revenue expansion within existing accounts.
Key Skills & Competencies:
- Proven track record in leading Customer Success or Delivery functions, preferably within a B2B SaaS environment.
- Strong strategic vision for customer experience, project delivery, and service excellence.
- Excellent communication and relationship management skills with the ability to work closely with both technical and business stakeholders.
- Analytical mindset with the ability to translate data into actionable insights for both customer success and delivery.
- Empathy and strong problem-solving skills, with a customer-first mindset.
- Ability to work in a fast-paced, dynamic environment while maintaining a strong focus on details and timelines.
- Experience in managing escalations and leading teams through complex challenges.
Qualifications & Experience:
- 5+ years of experience in a leadership role within Customer Success, Delivery, or related functions, preferably in a SaaS company.
- Proven experience in successfully managing end-to-end client delivery, ensuring high levels of customer satisfaction.
- Strong business acumen, with the ability to understand client needs and align solutions accordingly.
- Demonstrated success in building and scaling teams and processes to meet business goals.
- Technical acumen and understanding of AI/ML-powered SaaS platforms is a plus.
What We Offer:
- Competitive compensation package with performance-based incentives.
- A chance to work with cutting-edge AI technology and innovative solutions.
- Opportunity to shape the future of Mihup’s customer success and delivery strategies as part of a rapidly growing organization.
If you are passionate about delivering customer value while driving operational excellence, we would love to hear from you
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