Head of Customer Experience

1 week ago

Bengaluru, Karnataka, India beBeeCustomerSuccess Full time ₹ 80,00,000 - ₹ 1,00,00,000

About this role:

We are seeking an experienced Customer Success leader to drive the next chapter of client engagement. This role is about crafting exceptional experiences, building scalable success operations, and transforming customers into advocates.

  • Lead a high-performing Customer Success team of CSMs and Support Specialists
  • Drive success metrics across adoption, retention, renewal, upsell, NPS, and advocacy
  • Architect customer journey frameworks and implement playbooks across segments
  • Collaborate with sales to expand revenue opportunities and accelerate account growth
  • Launch Voice of Customer (VoC) programs and translate insights into product and process improvements
  • Build scalable onboarding and lifecycle engagement strategies using tech platforms
  • Develop and monitor customer health scores and proactively address churn risks
  • Align success strategies with business goals and revenue milestones
  • Champion customer-first thinking across cross-functional teams
Requirements

To succeed in this role, you will need:

  • 10+ years of experience in Customer Success / Account Management / Client Experience in B2B SaaS
  • Proven leadership managing large portfolios with measurable outcomes
  • Passion for building and scaling success orgs from the ground up
  • Hands-on experience with CS tools such as Gainsight, ClientSuccess, HubSpot, etc.
  • Strong analytical skills and experience with customer data, dashboards (Power BI, Tableau)
  • Exceptional communicator and trusted partner to internal and external stakeholders
  • Experience in EdTech / SaaS / Product companies preferred
Why this opportunity?

This is a chance to work directly with visionary founders and a future-focused leadership team. You will have ownership, autonomy, and a platform to innovate in a passionate team, transparent culture, and high-trust environment.

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