Head of Customer Success and Delivery

7 days ago


Bengaluru, Karnataka, India Mihup Full time
About Mihup

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.

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.

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: Ensure alignment with business goals, product utilization, and customer success.
  • Build and Maintain Executive-Level Relationships: Manage escalations and identify growth opportunities.
  • Drive Customer Lifetime Value: Increase product adoption, satisfaction, and overall health scores.
  • Advocate for the Customer: Foster a customer-centric mindset across the company.
  • Develop and Execute Strategies: Reduce churn, increase upsell opportunities, and create customer advocates.
Delivery Management
  • Lead the Delivery Team: Ensure the seamless implementation of Mihup's solutions in alignment with client specifications and project timelines.
  • Develop Strategic Plans: 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: Cross-functional teams including Sales, Product, and Support.
  • Track Delivery Performance Metrics: Identify areas for improvement and implement corrective actions.
Leadership & Strategy
  • Deliver Transformational Leadership: Foster a culture of excellence, innovation, and continuous improvement.
  • Architect and Scale: Customer Success and Delivery functions to meet the company's growth objectives.
  • Collaborate with the Sales Team: Identify opportunities for upselling, cross-selling, and revenue expansion.
Key Skills & Competencies
  • Proven Track Record: Leading Customer Success or Delivery functions, preferably within a B2B SaaS environment.
  • Strong Strategic Vision: Customer experience, project delivery, and service excellence.
  • Excellent Communication Skills: Work closely with technical and business stakeholders.
  • Analytical Mindset: Translate data into actionable insights.
  • Empathy and Problem-Solving Skills: Customer-first mindset.
  • Ability to Work in a Fast-Paced Environment: Maintain a strong focus on details and timelines.
Qualifications & Experience
  • 5+ Years of Experience: Leadership role within Customer Success, Delivery, or related functions, preferably in a SaaS company.
  • Proven Experience: Managing end-to-end client delivery, ensuring high levels of customer satisfaction.
  • Strong Business Acumen: Understand client needs and align solutions accordingly.
  • Demonstrated Success: Building and scaling teams and processes to meet business goals.
  • Technical Acumen: Understanding of AI/ML-powered SaaS platforms is a plus.


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