Chief Customer Success Officer- B2B

1 day ago


Mumbai, Maharashtra, India 0af1209b-5670-471d-bb8b-f76f52d8e916 Full time ₹ 15,00,000 - ₹ 30,00,000 per year

Chief Customer Success Officer

Portfolio

  • Partnering with
    780+ organizations
    , impacting
    2.5 million+ employees and their families
  • Supporting leading
    enterprises and SMBs
    across
    Technology, BFSI, Retail, and Manufacturing
    sectors
  • Pan-India presence
    across North, West, and South regions
  • Leading a
    high-performing Customer Success team
    responsible for delivery, engagement, and impact

Profile Requirements

  • MBA graduate
    from a reputed institution
  • 12+ years
    of overall experience with proven leadership in Customer Success / Account Management
  • Experience managing
    large, multi-location teams across India
  • Exposure to
    consulting, HR tech, wellness, or enterprise client environments

Role Purpose

The
Chief Customer Success Officer (CCSO)
will lead the Customer Success charter by ensuring our clients and their employees experience measurable impact through our services.

You will bring customer centricity to the forefront of business strategy — driving engagement, retention, and advocacy through data-driven insights and meaningful partnerships.

You will be part of the
Senior Leadership Team (SLT)
, ensuring the
voice of the customer
informs company decisions and growth strategy.

Key Responsibilities

  • Play a strategic role within the SLT, shaping and executing long-term customer success vision
  • Deliver on the
    four pillars of success
    — impactful experience, customer insights, community creation, and measurable impact
  • Drive excellence in service delivery and customer engagement through structured processes and data-led decision making
  • Establish
    benchmarks, SLAs, and KPIs
    for customer satisfaction, renewals, and impact measurement
  • Oversee seamless client
    renewal and retention cycles
    , maximizing lifetime value
  • Build
    strategic partnerships
    with HR leaders, wellness heads, and CXOs to drive mutual growth
  • Lead a
    Customer Success team
    focused on engagement, proactive support, and advocacy building
  • Collaborate cross-functionally with Clinical, Product, and Tech teams for integrated service delivery
  • Report on
    impact metrics
    , customer insights, and retention analytics to inform business strategy

Ideal Candidate Background

  • From
    consulting firms, HR tech platforms, employee engagement / EAP / wellness organizations,
    or
    fast-scaling startups
  • Experience in
    training companies, HRMS, insurance, or TPA
    environments
  • Proven ability to manage
    enterprise client relationships
    and deliver service excellence
  • Analytical mindset with strong understanding of
    quantitative benchmarks and performance metrics

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