Chief Customer Success Officer- B2B
1 day ago
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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