Strategic Customer Support Lead

19 hours ago

Bengaluru, Karnataka, India beBeeCustomer Full time ₹ 9,00,000 - ₹ 12,00,000
Job Title: Critical Support Specialist Lead

We are a fast-growing, innovative company transforming the e-commerce ecosystem with groundbreaking marketing and customer support solutions.

Our products help businesses in multiple regions scale efficiently and drive revenue growth. We're looking for a strategic leader to oversee our global Customer Success team and contribute to our mission of delivering exceptional customer experiences.

Overview: As the Critical Support Specialist Lead, you will lead a 10-member global Customer Success team across IST and ET time zones.

Your focus will be on retention, satisfaction, and revenue growth, ensuring seamless customer experiences while driving upsell and cross-sell opportunities.

This role is pivotal in minimizing churn and maximizing customer value through structured processes and data-driven strategies.

Key Responsibilities:

  • Team Leadership – Mentor and manage a global CSM team, ensuring high performance and alignment with business goals.
  • Process Optimization – Standardize operations by developing and implementing SOPs, leveraging CRM tools like HubSpot for reporting and analytics.
  • Revenue Growth – Drive upsell and cross-sell strategies to expand customer accounts, working closely with Sales and Product teams.
  • Client Retention – Maintain a low churn rate through proactive engagement and strong customer relationships.
  • Performance Metrics – Track and analyze team performance and customer success KPIs to ensure continuous improvement.

What You Bring:

  • Leadership Experience – Proven ability to lead and scale global teams of 10+ CSMs across multiple time zones.
  • Revenue Ownership – Managed portfolios of $5M+ ARR, with a strong track record in upselling and expansion.
  • Process-Driven Approach – Expertise in SOP development and CRM tools like HubSpot to drive efficiency.
  • Global SaaS Expertise – Deep understanding of customer success in SaaS, particularly in multiple markets.

Why Join Us?

  • Be part of a dynamic, fast-growing organization shaping the future of e-commerce.
  • Work with a collaborative, high-impact team solving global challenges.
  • Enjoy competitive compensation, benefits, and career growth opportunities.

About the Role: This is an exciting opportunity for a strategic leader to join our global Customer Success team and drive revenue growth, retention, and satisfaction.

Contact Information: Please apply if you're a passionate leader interested in customer success.

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