Reports to : Senior VP - Customer Success.

About LeadSquared:

One of the fastest growing SaaS companies in the CRM space, LeadSquared empowers organizations with the power of automation. More than 1800+ customers with 2.

50 lakhs users across the globe utilize the LeadSquared platform to automate their sales and marketing processes and run high velocity sales at scale.

Known for its verticalized, industry-centric solutions, LeadSquared serves EdTech, Education, Healthcare, BFSI, Real Estate, Automotive, and Hospitality industries.

The company is headquartered in Bengaluru with a local presence in New Jersey, Philippines, South Africa, Australia, and Indonesia.

The Role:

- At this role, you will lead and scale a global customer success organization that drives customer outcomes, maximizes retention and expansion, and builds strong long-term partnerships.

- You will be responsible for defining the global customer success strategy, leading teams across regions, and collaborating closely with Sales, Product, Support, and Marketing to deliver world-class customer experiences.

Key Responsibilities:

Strategic Leadership:

- Define and execute LeadSquared's global customer success strategy, ensuring alignment with company growth, retention, and expansion goals.

- Build and communicate a customer success vision that scales across regions and market segments (SMB, Mid-Market, Enterprise).

- Set global KPIs and performance frameworks (churn, Net Revenue Retention (NRR), adoption, customer health scores) and track progress rigorously.

Team Leadership & Development:

- Lead, mentor, and grow a high-performing global team of Customer Success Managers, Success Operations, and Enablement professionals.

- Establish career paths, coaching frameworks, and performance expectations to develop world class talent across time zones.

- Promote a culture of outcome-orientation, collaboration, customer advocacy, and continuous improvement.

Customer Engagement & Success Delivery:

- Ensure a consistent, scalable customer journey from onboarding and adoption to value realization, renewal, and expansion.

- Establish proactive customer success practices, including executive business reviews, risk identification, health monitoring, and tailored success plans.

- Collaborate with Sales to support strategic renewals, expansions, and cross-sell opportunities.

Cross-Functional Collaboration:

- Embed customer success insights into Product strategy and roadmap prioritization; partner with Product and Engineering to ensure customer feedback informs product enhancements.

- Work with Support and Services teams to improve issue resolution, knowledge sharing, escalation processes, and customer outcomes.

- Collaborate with Marketing and Sales on references, case studies, best practices, and thought leadership content.

Operational Excellence:

- Implement scalable processes, systems, tools (CRM, CS platforms like Gainsight), and reporting dashboards to support a global CS organization.

- Drive continuous improvement in customer onboarding, adoption accelerators, and operational efficiencies.

- Own forecasting and reporting on customer success metrics to senior leadership.

Customer Advocacy:

- Represent the voice of the customer internally and externally; ensure customer feedback is integrated into company strategy.

- Establish customer advisory boards, reference programs, and advocacy initiatives to amplify customer success stories globally.

Requirements:

- 12+ years of experience in SaaS customer success, sales operations, or a related customer-facing leadership role.

- 7+ years in a senior leadership role managing global or multi-region customer success teams in Saas space.

- Bachelor's degree in Technology, or related field; MBA/Advanced degree preferred.

- Proven track record of driving retention, NRR, customer satisfaction (CSAT), and measurable business outcomes in a SaaS environment.

- Deep understanding of SaaS business models, customer lifecycle, adoption frameworks, and success metrics.

- Strong operational and analytical skills with the ability to translate data into action.

- Excellent communication, executive presence, and stakeholder management skills.

- Experience working across diverse regions, time zones, and cultures.

Why Should You Apply?

Opportunity to work with a high-growth global SaaS company.

Opportunity to shape and scale a global customer success.

A culture of ownership, learning, and innovation.

Collaborative, fast-paced, and learning-driven work environment.

Work with a strong leadership team.