Location: Remote |Full-Time |7+ Years

About the Role:

We work with some of the most influential creators, coaches, and celebrities in the country. We're looking for a Head of Customer Success to own and lead the entire CS function - someone who can build scalable systems, develop a high-performing team, and directly drive revenue growth through customer retention and expansion.

This role is not about building everything from scratch. We already operate at scale with a large network of creators and coaches, supported by established workflows and operational systems. The focus will be on optimizing, scaling, and evolving those systems further using strong operational thinking, product intuition, and technology-enabled processes.

You won't just manage relationships. You'll build the systems and feedback loops that help scale them efficiently.

What You'll Do:

- Own the entire Customer Success function - its people, processes, metrics, and revenue outcomes

- Build and lead a team of CSMs, setting performance standards, career paths, and a culture of accountability

- Optimize and scale existing CS processes across onboarding, customer engagement, renewals, escalations, and retention workflows

- Improve operational efficiency through automation, tooling, structured data flows, and AI-enabled workflows wherever relevant

- Partner closely with Product and Operations teams to improve how customer and creator information is collected, structured, shared, and actioned across internal teams

- Design scalable systems for customer health tracking, QBR cadences, escalation playbooks, renewal workflows, and expansion opportunities

- Define and own the key metrics that matter: NRR, GRR, NPS, time-to-value, churn rate, expansion revenue, and team productivity benchmarks

- Drive revenue growth directly through retention, upsell, and expansion - and be accountable to those outcomes

- Partner with Sales, Product, Marketing, and Operations to create strong feedback loops that improve both customer experience and internal execution

- Oversee a portfolio of high-profile influencer, coach, and celebrity clients at the leadership level - stepping in on strategic accounts and critical escalations

- Report to senior leadership with clear visibility into CS health, operational bottlenecks, and a roadmap for scale

Who You Are:

- 7+ years in Customer Success, with at least 2-3 years in a team lead or management role

- Proven experience owning CS metrics and being accountable to revenue targets (NRR, churn, expansion)

- Strong experience improving and scaling existing CS systems, workflows, and operational processes

- Product-oriented thinker with the ability to work cross-functionally with Product, Operations, and Growth teams

- Familiarity with AI-enabled workflows, automation, or data-driven operational systems is strongly preferred

- Comfortable working in environments where systems already exist and need thoughtful optimization rather than greenfield execution alone

- Prior experience working with influencers, digital coaches, celebrities, or personal brands - OR a strong track record at a B2B SaaS company with demonstrated ability to adapt to high-profile, personality-driven clients

- Graduate of IIT, BITS, IIM, or equivalent premier institution

- A natural leader and communicator - able to inspire a team internally while commanding trust with high-profile clients externally

- Data-driven and strategic, but never too far from the customer

- High ownership, low ego - you improve the systems and teams around you while enabling scale

Nice to Have:

- Familiarity with the creator economy, edtech, or personal branding space

- Experience with CS tools like Gainsight, HubSpot, Intercom, or ChurnZero

- Experience working closely with product teams on workflow optimization and customer lifecycle improvements

- Experience hiring and scaling a CS team in a fast-growing environment

What We Offer:

- Competitive pay + performance bonuses tied to CS revenue outcomes

- Direct ownership of a high-visibility function in a fast-growing company

- Work closely with top-tier creators and public figures

- Opportunity to shape how technology, operations, and AI workflows scale customer success in the creator ecosystem