Customer Success Strategist

[Location: Bengaluru; Type: Full time]

As a Customer Success Strategist at Oloid, you will play a critical role in ensuring long-term customer satisfaction, retention, and growth. You will serve as the primary point of contact for our enterprise customers, deeply understanding their goals and driving the effective adoption of Oloid solutions across their organizations.

Key Responsibilities:

• Renewals & Retention: Own the customer renewal process end-to-end, with a strong focus on minimizing churn and maximizing long-term value.

• NDR/GDR Ownership: Track, analyze, and influence Net Dollar Retention (NDR) and Gross Dollar Retention (GDR) by proactively managing account health and expansion opportunities.

• Stakeholder Engagement: Build trusted relationships with key customer stakeholders, ensuring regular check-ins and alignment on goals, challenges, and product feedback.

• Cross-functional Collaboration: Act as the bridge between customers and internal teamsparticularly Sales, Professional Services, Product, RevenueOps, and Engineeringto surface insights, share feedback, and coordinate expansions or upsell opportunities.

• Quarterly Business Reviews (QBRs): Strategically plan and lead Quarterly Business Reviews to demonstrate product value, review KPIs, address roadblocks, and align on future goals and potential growth areas.

• Customer Advocacy: Champion the voice of the customer within Oloid and drive adoption, advocacy, and referenceability.

Skills and Experience:

• Customer Advocacy & Voice of Customer (VoC): Passionate about amplifying the customers voice internally, influencing roadmap and priorities, and enabling customer advocacy and referenceability.

• SaaS Business Model Expertise: Deep understanding of the SaaS customer lifecycle, including onboarding, adoption, expansion, and renewal stages. Ability to align Customer Success strategies with recurring revenue goals.

• Presentation & Communication Excellence: Strong verbal and written communication skills, particularly in executive presentations, Business Reviews such as Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), and strategic updates.

• Customer Relationship Management (CRM) & Success Tools Proficiency: Hands-on experience with tools like Salesforce, Gainsight, HubSpot, or Churn Zero to track customer health, manage renewals, and drive engagement.

• Strategic Thinking & Problem Solving: Ability to anticipate challenges, resolve issues creatively, and identify strategic growth opportunities within accounts.

• Executive Stakeholder Management: Ability to build trusted, long-term relationships with customer executives and key stakeholders, aligning on strategic goals and outcomes.

• Cross-Functional Communication & Influence: Proven experience working across Sales, Product, Engineering, Professional Services, and Revenue Operations to deliver customer value and enable growth.

• Adaptability: Proven track record of growing in highly technical and fast-paced organization

Preferred:

• Minimum 5 years upwards of relevant experience in similar role(s)
• Cybersecurity experience with emphasis on Identity Management Platform (IDP)
• Hands-on knowledge of at least one Human Resource Management System (MRMS) e.g.
• Experience of working directly with customers in industries with end users who are frontline workers
• Led a digital and business process transformation involving Cloud and SaaS technologies

Educational Requirements:

• Bachelors degree in Computer Engineering, Computer Science, Data Science, or a related field required
• Masters degree (MBA or equivalent) is a plus
• Additional certifications in Customer Success, Project Management (e.g., PMP), or Salesforce/CRM tools are advantageous

This role is ideal for someone who combines strong relationship management skills with a data-driven mindset, and who is passionate about driving value and growth for customers at scale.