Head Customer Success

1 week ago

Hyderabad, Telangana, India VariTec AI Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Role & Responsibilities

  • Own end-to-end customer success strategy, ensuring retention, adoption, and growth across enterprise and mid-market accounts.
  • Lead onboarding and implementation to deliver a smooth customer journey from contract signing to go-live.
  • Partner with Product, Sales, and Support teams to drive continuous value and improve customer outcomes.
  • Establish governance and QBR (Quarterly Business Review) processes with key accounts.
  • Build and manage a high-performing Customer Success team with clear KPIs (renewals, NRR, adoption metrics).
  • Develop scalable playbooks for onboarding, health monitoring, and escalation handling.
  • Provide executive-level reporting on customer health, risk management, and upsell opportunities.
  • Represent the voice of the customer" in product roadmap discussions.
  • Drive expansion by identifying cross-sell/upsell opportunities and collaborating with sales.
  • Ensure compliance with customer data security and SaaS industry standards.

Preferred Candidate Profile

  • 12–18 years of overall experience, with at least 6+ years in SaaS Customer Success leadership.
  • Proven track record of managing enterprise SaaS accounts with strong retention and growth results.
  • Experience in setting up and scaling Customer Success teams in high-growth SaaS environments.
  • Strong understanding of SaaS metrics (NRR, GRR, churn, adoption, expansion).
  • Demonstrated ability to handle executive stakeholders and C-level customer relationships.
  • Skilled in building structured frameworks for onboarding, adoption, renewals, and advocacy.
  • Excellent communication and executive presence; able to influence across geographies.
  • Prior experience in Life Sciences, Pharma Tech, or Compliance SaaS (preferred but not mandatory).
  • Strong data-driven decision-making skills and ability to work with CRM/CS platforms (Salesforce, Gainsight, Totango, etc.).
  • Ability to thrive in a global, fast-paced, matrix environment.

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