Senior Customer Success Leader

17 hours ago


Mangalore, Karnataka, India beBeeCustomerSuccess Full time ₹ 1,20,00,000 - ₹ 1,50,00,000

We are seeking a Senior Customer Success Leader for our global SaaS product company. This role will oversee high-performing teams across geographies while ensuring excellence in client satisfaction, ticket resolution, and customer experience.

Key Responsibilities:

  • Oversight of global customer support across multiple time zones
  • Leadership of L1/L2 teams across various locations
  • Driving escalation resolution, platform issue troubleshooting, and support KPIs
  • Design and implementation of support SLAs, SOPs, QA metrics
  • Promotion of NPS scores and continuous improvement initiatives
  • Ownership of customer retention through a customer-centric support approach
  • Cross-functional collaboration with Product, Tech & Delivery teams
  • Recruitment, training, and mentorship of high-performing support teams

Requirements:

  • 10+ years in Customer Support / Experience roles for SaaS platforms
  • Management experience of global enterprise accounts (US & EMEA preferred)
  • Familiarity with DevOps/SaaS support ecosystem
  • Excellent English communication and escalation management
  • Strong KPI management, data analytics & customer engagement skills
  • Hospitality SaaS experience is beneficial


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