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Department: Customer Success Management

Work Mode: Work from office

Working Days: Monday to Friday

Note: This role requires domestic and/or international travel for a minimum of 3 weeks per month (or as needed based on business requirements)

Job Description:

We are seeking an accomplished and strategic Customer Success leader to head the India region who thrives in enterprise software sales

Key Responsibilities:

- Act as the Single Point of Contact and Executive Sponsor for Customer Success across India, ensuring strategic ownership and executive visibility across the customer lifecycle.

- Lead end-to-end client management including executive relationship building, governance cadence, QBRs, escalation management, risk mitigation, and long-term account planning.

- Build trusted advisor relationships with CXO and senior leadership stakeholders within customer organizations, positioning ETP as a strategic transformation partner rather than a transactional vendor.

- Work closely with internal CXO leadership (Sales, Product, Delivery, Finance, and Global Teams) to align regional customer strategy with corporate growth, profitability, and product roadmaps.

- Own customer revenue performance across India, including renewals, upsell, cross-sell, retention protection, and identification of new net revenue opportunities.

- Drive structured account planning and expansion strategies to increase wallet share, penetration across business units, and multi-year contract value.

- Establish strong customer governance frameworks including success plans, executive dashboards, adoption reviews, and value realization tracking.

- Collaborate with Solution Architects and delivery teams to design and present tailored enterprise solutions aligned to customer business objectives.

- Build and execute structured programs focused on customer adoption, usage optimization, ROI demonstration, and digital transformation initiatives.

- Strengthen and scale the existing Customer Success team in India by implementing clear role charters, success metrics, playbooks, and accountability frameworks.

- Mentor and develop Customer Success leaders and managers in consultative engagement, executive communication, negotiation, and enterprise account management.

- Foster a high-performance, customer-first culture grounded in ownership, measurable outcomes, and proactive risk management.

- Partner cross-functionally to ensure seamless execution from pre-sales alignment to post-sales delivery and ongoing lifecycle management.

- Provide structured market insights and customer feedback to influence product evolution and GTM strategy.

- Act as the regional voice of the customer within the global leadership framework, ensuring alignment between local market realities and global strategic priorities.

The Job responsibilities of the candidate shall include but not limited to the Job Description & to perform any other tasks/functions as required by the Company

Experience and Skills:

- Demonstrated ability to align customer and organizational vision into a shared long-term strategic roadmap that drives sustained value creation.

- Proven experience managing large, complex enterprise portfolios with strong executive presence and credibility at the CXO level.

- Consistent track record of delivering revenue growth through renewals, expansion, and strategic account development.

- 20+ years of leadership experience in Enterprise Sales, Consulting, or Customer Success within enterprise software or technology-led environments.

- Strong people leader who builds collaborative, high-performance teams and fosters cross-functional alignment.

- High emotional intelligence to manage executive relationships, negotiations, and escalations effectively.

- Detail-oriented and governance-focused, combining commercial discipline with execution excellence

Additional Information :

- Age : 45+ Years

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