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