Head of Customer Success and Delivery Lead

1 month ago

Bengaluru, Karnataka, India Mihup Full time
About the Role

We are seeking a seasoned professional to lead our Customer Success and Delivery functions at Mihup. As the Head of Customer Success and Delivery, you will be responsible for driving both customer success initiatives and delivery operations for our AI-powered SaaS products.

Key Responsibilities
  • Customer Success Management:
    • Lead 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 upsell, cross-sell, and revenue expansion within existing accounts.
Requirements
  • 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.

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