Customer Success Lead

2 days ago

Hyderabad, Telangana, India 18eb45ed-918e-4dd4-9b11-71dbdc803c2f Full time ₹ 9,00,000 - ₹ 12,00,000 per year

About Invi

Invi is a fast-growing SaaS company helping e-commerce sellers manage their operations with ease. From order processing and inventory management to reconciliation and claims recovery, we streamline workflows for over 350+ sellers across India.

Role Overview

The Customer Success Team Lead will be responsible for leading day-to-day customer support operations and ensuring all Invi users receive fast, accurate, and high-quality assistance.

This is a hands-on role focused on
operations, process-building, and customer advocacy
. The position requires someone who is proactive, organized, and passionate about improving customer experience.

Key Responsibilities

Team Leadership

  • Guide and mentor the customer support team to deliver excellent service.
  • Provide training, feedback, and coaching to improve skill levels and product understanding.
  • Handle customer escalations and ensure timely resolution of complex issues.
  • Maintain high standards of communication, accuracy, and professionalism across the support function.

Support Functions

  • Build, document, and optimize customer support processes, SLAs, and workflows.
  • Manage ticketing tools, dashboards, internal knowledge bases, and automation systems.
  • Define and track KPIs such as SLA adherence, CSAT, response time, and resolution time.
  • Monitor daily operations and present regular performance reports to senior management.

Product Feedback

  • Act as the "voice of the customer" across the organization.
  • Identify recurring issues, document customer pain points, and share insights with Product and Development Teams.
  • Collaborate cross-functionally to improve product usability and reduce customer friction.
  • Run initiatives to improve overall customer experience.

What You'll Bring

  • Experience in customer support or success, ideally in a B2B SaaS environment.
  • Experience in team guidance, coaching, or leading operational responsibilities.
  • Strong ability to design processes, define SLAs, and implement support systems.
  • Excellent communication, problem-solving, and organizational skills.
  • Customer-obsessed approach and strong ownership mindset.
  • Ability to work closely with multiple teams and handle fast-paced environments.

What We Offer

  • Chance to shape the customer support function at a rapidly growing SaaS startup.
  • High-impact role with direct visibility to founders and senior leadership.
  • Opportunity to influence product development and customer experience strategy.
  • Competitive salary, performance incentives, and long-term growth opportunities.

  • Lead - Customer Success

    1 week ago

    Hyderabad, Telangana, India Keka HR Payroll Software Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Job SummaryAs the Team Lead for Customer Success, you will oversee and guide a team of Customer Success Managers (CSMs) to deliver an exceptional customer experience. Your primary responsibilities will include driving customer satisfaction, retention, and growth by ensuring customers achieve their goals using our product or service. You will also act as a...

  • Customer Success Lead

    1 week ago

    Hyderabad, Telangana, India LegUp Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    Company DescriptionWelcome to LegUp, where we redefine caregiving and companion services with a blend of expertise, empathy, and excellence. We are dedicated to offering professional support for loved ones at home or during hospital visits. Our mission is to provide a helping hand when you need it most, ensuring comfort and peace of mind through our...

  • Customer Success Lead

    2 days ago

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

    Customer Success LeaderLocation: Hyderabad (preferred) | Travel across India/SEA/GCCExperience: 1015 years in HCM/HR Tech Customer Success; 5+ years leading teamsTeam size: Manage 15–20 CSMs/onboarding/adoption specialistsRole SummaryOwn post-sales outcomes across all HCM modules (Core HR, Leave & Attendance, PMS, payroll touch-points, integrations at a...

  • Lead - Customer Success

    7 days ago

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

    Zenoti provides an all-in-one, cloud-based software solution for the beauty and wellness industry. Our solution allows users to seamlessly manage every aspect of the business in a comprehensive mobile solution: online appointment bookings, POS, CRM, employee management, inventory management, built-in marketing programs and more. Zenoti helps clients...

  • Lead - Customer Success

    2 weeks ago

    Hyderabad, Telangana, India Zenoti Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    Zenoti provides an all-in-one, cloud-based software solution for the beauty and wellness industry. Our solution allows users to seamlessly manage every aspect of the business in a comprehensive mobile solution: online appointment bookings, POS, CRM, employee management, inventory management, built-in marketing programs and more. Zenoti helps clients...

  • Lead - Customer Success

    1 week ago

    Hyderabad, Telangana, India Zenoti Full time ₹ 10,00,000 - ₹ 15,00,000 per year

    Zenoti provides an all-in-one, cloud-based software solution for the beauty and wellness industry. Our solution allows users to seamlessly manage every aspect of the business in a comprehensive mobile solution: online appointment bookings, POS, CRM, employee management, inventory management, built-in marketing programs and more. Zenoti helps clients...

  • Head of Customer Success

    4 days ago

    Hyderabad, Telangana, India Hala Mobility Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    About the Role:We are seeking a dynamic and strategic Head of Customer Success to lead our Customer Success team, driving customer satisfaction, retention, and growth. This role is pivotal in ensuring our customers achieve their desired outcomes while maximising the value they receive from our products/services.Key Responsibilities:Develop and execute the...

  • Manager, Customer Success

    1 week ago

    Hyderabad, Telangana, India insightsoftware Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Job DescriptionThe Manager - Customer Success will be responsible for the managing CSA Teams in CoE, CSA team's performance, prioritizing leadership requirements, and activities, will be responsible for Customer Success team in India . You will proactively engage with our customers to ensure they realize value from our products and solutions, leading to both...

  • Customer Success Manager

    1 week ago

    Hyderabad, Telangana, India SellersCommerce Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Location: Hyderabad, TLExperience: 4 to 8 years in customer success rolesRole SummaryWe're looking for a proactive, process-driven Customer Success Manager to own and scale post-sales customer experience across onboarding, retention, and revenue growth. This role is critical in ensuring customer health, reducing churn, and building a scalable CS function in...

  • Customer Success Specialist

    1 week ago

    Hyderabad, Telangana, India FalconBrick Technoligies Full time ₹ 5,00,000 - ₹ 25,00,000 per year

    Description: Customer Success Specialist Location- Bangalore, Mumbai/ Pune, Delhi Overview Given FalconBrick's business model, where our customers pay us over a period of time, Customer Success is absolutely vital to our long-term profitability. We will be successful ONLY if our customers receive 8-10x value from our product. We need a Business Analyst who...