Head of Customer Success

Hybrid Bengaluru, Karnataka, India

The Role:

We are hiring a Head of Customer Support to build our support function from the ground up. This is a founding-member role: there is no existing playbook, team, or tooling you will define all of it. Our customers are technical and operationally sophisticated fleet operators, MSMEs, energy storage providers, banks, insurers, and financial services firms and our product sits deep in mission-critical infrastructure. Support here is not ticket triage; it's a trust function for customers whose battery uptime directly affects their revenue.

What You'll Do:

- Design and build the support function from scratch processes, tooling, SLAs, escalation paths, and knowledge base for a technical B2B product.

- Hire, train, and lead the founding support team as the company scales beyond private preview.

- Own resolution of technical issues involving battery data, integrations, and platform behaviour working directly with engineering on complex or systemic issues.

- Build relationships with power users across fleet operators, MSMEs, and financial institutions, understanding their operational context well enough to anticipate issues before they're raised.

- Define and track the metrics that matter response time, resolution time, CSAT, and escalation rate and report them to leadership.

- Create a feedback loop between customers and product/engineering, ensuring recurring issues turn into roadmap input, not repeated tickets.

- Select and implement support tooling (helpdesk, knowledge base, in-app support) with a frugal, pragmatic, open-source-friendly approach.

- Develop self-serve resources documentation, FAQs, onboarding guides to reduce repetitive load as the customer base grows.

What We're Looking For:

- Founding/0-1 experience: has built a support function from scratch at a B2B SaaS company, not just operated within an existing one.

- B2B SaaS background: proven experience supporting technical, enterprise, or SMB business customers not consumer support.

- Technical comfort: able to understand and troubleshoot issues involving data integrations, APIs, dashboards, and platform behaviour; comfortable working directly with engineering.

- Operational rigour: has defined SLAs, escalation matrices, and support metrics from a blank slate, and can build tooling/process without a big budget.

- Customer-facing maturity: credible speaking with operationally sophisticated customers ,fleet managers, MSME owners, and staff at banks or financial institutions who expect precise, no-nonsense answers.

- People leadership: ready to hire and manage a small team as it grows, while still being hands-on with customers in the early days.

- Bonus: prior exposure to EV, fleet, IoT, or hardware-adjacent products where support requires understanding physical-world context, not just software behaviour.

Where We'd Expect You're Coming From:

B2B SaaS companies particularly those serving technical or operationally complex customers (fleet/logistics tech, fintech, IoT platforms, vertical SaaS for MSMEs, or infrastructure/dev-tools companies). Typical current designations: Head of Customer Support / Customer Success at an early or growth-stage startup, Support/CS Team Lead ready to step up into a founding leadership role, or a senior Technical Support Manager with a strong process-building track record.