Job Description:

Position - National Head - Customer Success & Growth

Function - Car Rental / Mobility Business

Reporting To - Chief Mobility Officer

Location - Delhi or Mumbai

Role Purpose:

The National Head - Customer Success & Growth will be responsible for building and strengthening strategic customer relationships across India, driving customer retention, increasing share of wallet and delivering profitable growth from existing and new customer opportunities.

The role will lead the Customer Success / Client Service Management team / call Centre teams and establish a structured national account management framework for key customers, particularly customers operating across multiple locations.

The role will work closely with the National Head - Operations & Service Delivery and Branch Heads to ensure that customer commitments are translated into consistent service delivery and that service performance supports customer retention and growth.

Core Mandate:

Maximise customer retention, satisfaction and lifetime value. Drive profitable revenue growth through share-of-wallet expansion, cross-sell and new opportunities.

Key Responsibilities:

1. National Customer Strategy:

- Develop and execute the national customer success and growth strategy for the car rental business.

- Build a structured approach to managing strategic and national accounts.

- Establish clear account ownership, account plans and customer engagement mechanisms.

- Develop deep understanding of customer businesses, requirements, decision-making structures and future mobility needs.

- Build long-term strategic relationships with CXO, procurement, administration, travel and mobility stakeholders.

2. Customer Retention & Relationship Management:

- Own customer retention strategy across key accounts.

- Identify early warning indicators and proactively manage customers at risk of churn.

- Establish structured customer review mechanisms including QBRs and account reviews.

- Drive resolution of critical customer issues in collaboration with Operations.

- Track customer satisfaction, feedback, complaints and service recovery.

- Develop mechanisms to increase customer stickiness and lifetime value.

3. Customer Growth & Share of Wallet:

- Drive profitable growth from existing customers.

- Identify opportunities to increase share of wallet across existing accounts.

- Identify cross-sell and up-sell opportunities across products, services and locations.

- Develop account-specific growth plans for strategic customers.

- Work with Branch Heads to identify and convert local opportunities within national accounts.

- Develop and track a pipeline of growth opportunities from existing customers.

- Partner with the sales organisation to identify new customer opportunities where required.

4. National Account Management:

- Establish and institutionalise National Account Management practices.

- Lead Client Service Managers / National Account Managers responsible for strategic accounts.

- Ensure every key national customer has a clearly defined account plan.

- Establish customer-level revenue, profitability, retention and growth targets.

- Create a consolidated national view of customer performance across locations.

- Ensure consistency in customer engagement and commercial approach across regions.

5. Customer Profitability:

- Drive growth with a focus on profitable revenue, not revenue alone.

- Monitor account-level revenue, contribution and profitability.

- Identify unprofitable customer segments, contracts or transactions and work with relevant teams on corrective actions.

- Partner with Operations to improve account economics.

- Ensure growth initiatives are aligned with business profitability objectives.

6. Customer Experience:

- Define and drive customer experience standards across the business.

- Establish appropriate CSAT / NPS and customer feedback mechanisms.

- Analyse customer feedback and identify systemic improvement opportunities.

- Work closely with Operations to address recurring service issues.

- Track operational failures that have an impact on customer retention and revenue.

- Establish a structured process for customer escalation and service recovery.

7. Cross-functional Leadership:

The role will work closely with:

National Operations & Service Delivery Head:

- Translate customer expectations into operational requirements.

- Review service performance of strategic accounts.

- Address recurring service failures.

- Identify revenue at risk due to operational issues.

Branch Heads:

- Maintain strong local customer relationships.

- Identify local growth opportunities within national accounts.

- Ensure effective execution of national account plans at branch level.

- Drive local customer engagement and service recovery.

Billing & Collection:

- Monitor timely billing and collection and support B&C as and when required.

Finance & Commercial:

- Review pricing, margins and commercial performance.

- Support corrective actions on low-margin accounts.

Candidate Profile:

Experience:

- 15+ years of relevant experience, preferably in B2B services, mobility, car rental, employee transportation, fleet management, logistics, travel, hospitality, SaaS or other recurring-service businesses.

- Significant experience in Key Account Management / Customer Success / Business Development / Strategic Account Management.

- Experience managing large national / multi-location customers.

- Demonstrated experience in growing existing customer relationships and increasing share of wallet.

- Experience managing senior customer stakeholders.

- Experience leading and developing customer-facing teams.

Preferred Industry Experience:

Experience in one or more of the following would be advantageous:

- Car rental / mobility

- Employee transportation

- Fleet management

- Logistics

- Travel / hospitality

- B2B services

- Corporate services

- Technology / SaaS

- Other asset-intensive or recurring-revenue businesses