Customer Success Lead

2 days ago

Hyderabad, Telangana, India Akrivia HCM Full time ₹ 8,00,000 - ₹ 24,00,000 per year

Customer Success Leader

Location: Hyderabad (preferred) | Travel across India/SEA/GCC

Experience: 1015 years in HCM/HR Tech Customer Success; 5+ years leading teams

Team size: Manage 15–20 CSMs/onboarding/adoption specialists

Role Summary

Own post-sales outcomes across all HCM modules (Core HR, Leave & Attendance, PMS, payroll touch-points, integrations at a high level). Lead a 15–20 member CS org and personally step in to troubleshoot when needed. Your north star: consistently high CSAT/NPS and reference-worthy customers.

What You'll Do (CSAT best practices)

  • Onboarding excellence: Clear success plans, milestone checklists, parallel-run readiness, stakeholder maps, and sign-off rituals.
  • Adoption playbooks: Persona-based guides, office hours/webinars, short how-to videos, and feature launch enablement to drive day-to-day usage.
  • Proactive health management: Account health scores (usage, sentiment, support signals), early-warning triggers, and save-plans for at-risk accounts.
  • Executive cadence: Predictable QBR/EBR rhythm, decision-maker engagement, and transparent outcomes/next steps.
  • Escalation discipline (hands-on): Rapid triage, clear owner/ETA/comms template, daily updates until green, and post-mortem with actions.
  • Renewals & expansion hygiene: Renewal calendar, value realization stories, business reviews that tie to outcomes; identify natural expansions (modules, seats, geos).
  • Voice of Customer Product: Systematically capture themes, publish Top Issues & ETAs, and close the loop with customers.
  • Documentation hygiene: Every fix and workaround becomes a one-pager/checklist in a searchable knowledge base.
  • Measure what matters: CSAT/NPS trends, time-to-value, adoption by module, and backlog aging—reviewed weekly with the team.

Team & Operations (15–20 members)

  • People leadership: Hire, coach, and performance-manage CSMs and onboarding/adoption specialists; establish clear role definitions and growth paths.
  • Enablement & certification: Module-wise certification, shadowing plans, and monthly refresher sessions; call reviews with scorecards.
  • Capacity & coverage: Account tiering, named-CSM model, holiday/on-call rotations, and fair case load balancing.
  • Rhythms & tools: Weekly WBRs, shared templates (success plan, QBR deck, escalation note), and a simple CS dashboard (health, risks, renewals, expansions).

Must-Have Qualifications

  • 10–15 yrs in HCM/HR Tech Customer Success managing mid-market & enterprise customers across India + GCC + SEA.
  • Proven record lifting CSAT/NPS, rescuing red accounts, and delivering on-time renewals/expansions.
  • Experience leading 15–20-member CS teams with clear coaching, QA of customer communications, and documentation discipline.
  • Hands-on attitude—can personally dive into configurations/process flows and guide customers/teams during high-stakes moments.

Nice to Have

  • Prior implementations exposure; comfort collaborating with Product, Engineering, Support, and Sales.
  • Familiarity with CS platforms and simple BI for adoption/health views.

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