Role Overview

As the Head of Customer Success, you will be the primary architect of the post-sales customer journey. You will lead the transition from a tactical service model to a strategic, value-driven organization. Reporting directly to the Leadership Team, you will oversee the health, retention, and growth of our global client base, ensuring that every brand and agency utilizing our Holographic Extended Reality (HXR) and Generative AI technology achieves maximum ROI. This is a high-impact leadership role requiring a blend of operational excellence, strategic vision, and a deep understanding of the B2B SaaS or AdTech ecosystem.

Responsibilities

1. Strategic Leadership & Vision

- Customer Journey Mapping: Design and optimize the end-to-end customer lifecycle, from high-touch onboarding to long-term advocacy.

- NRR & Retention: Take full ownership of Net Revenue Retention (NRR) and Gross Retention targets. Develop strategies to proactively mitigate churn risk.

- Monetization Strategy: Partner with Ad Sales to identify expansion opportunities, upselling HXR ad placements, and AI services based on customer usage data.

2. Operational Excellence

- Predictive Health Scoring: Implement data-driven "Customer Health Scores" to identify at-risk accounts before they escalate.

- Process Automation: Integrate AI-driven tools and CRM workflows to scale customer success operations without losing the "white-glove" experience.

- QBR Leadership: Lead High-Value Quarterly Business Reviews (QBRs) for Tier-1 accounts, presenting insights that align the company's technology with client business goals.

3. Cross-Functional Advocacy

- Product Feedback Loop: Act as the "Voice of the Customer," translating field feedback into actionable product requirements for the Engineering and GenAI teams.

- Sales Alignment: Collaborate with Sales and SDR teams to ensure a seamless handoff and set realistic expectations during the pre-sales phase.

4. Team Mentorship & Growth

- Scale the Department: Recruit, train, and mentor a high-performing team of Customer Success Managers and Specialists.

- Culture of Excellence: Foster a culture of "Customer Obsession" where the team is incentivized not just on renewals, but on customer value realization.

Qualifications

- Experience: 15+ years of professional experience, with at least 5-8 years in a leadership role (Director/VP) within Customer Success, Account Management, or Sales.

- Industry Background: Proven track record in SaaS, AdTech, or Deep Tech. Experience with physical hardware/OOH media is a significant plus.

- Data Driven: Expert in using CRM (Zoho/Salesforce) and CS platforms (Gainsight/ChurnZero) to drive decision-making.

- Communication: Exceptional executive presence; able to command a room of C-suite stakeholders at major brands and agencies.

- Education: MBA from a premier institute (IIM/ISB or equivalent) is preferred.