Mandatory:

- Senior Customer Solution/Tech implementation consultant/ Success & Solutions / Founder's Office / Ex-founder

- Mandatory (Experience 1): Must have minimum 4+ years of experience in Customer Success, Solutions, Product Operations, or Post-Sales product implementation roles - preferably in complex B2B SaaS, ERP for USA clients

- Mandatory (Experience 2): Must have strategic thinking and project management capability, with the ability to own post-sales strategy, customer operations, and success enablement independently.

- Mandatory (Experience 3): Must have strong external CXO-level communication experience - including stakeholder management, business reviews, solution discussions, reporting etc

- Mandatory (Experience 4): Must have worked in startup or operator-style environments - demonstrating hands-on problem solving, building processes from scratch, and driving measurable outcomes across cross-functional teams

- Mandatory (Company): Startup or B2B SaaS

- Mandatory (Graduation year): 2016 onwards

- Mandatory (Implementation): Must have strong experience in software/tech/Solution implementation for complex B2B SaaS

Preferred:

Note: This is not a leadership role currently but will become with time

Job Specific Criteria:

Are you open to work in US timings (4/5:00 PM - 3:00 AM) - to target the US market?

Please provide CTC Breakup (Fixed + Variable)?

About the Role:

- We're an early-stage, high-growth SaaS company that has achieved strong product-market fit and is now scaling globally. As we expand, we're building our Customer Success & Solutions function to ensure our customers experience unmatched value - from pre-sales through go-live to ongoing success.

- We're looking for a Senior Customer Success & Solutions Leader who can balance hands-on execution with strategic thinking, helping us define what "world-class customer experience" looks like.

- If you're looking for a role where you can create the playbook, lead customer outcomes, and shape a global customer success motion from scratch - we'd love to hear from you.

Key Responsibilities:

Pre-Sales & Solutions:

- Engage directly with prospective clients to deeply understand their business needs, workflows, and success metrics.

- Build and deliver custom demos, proof-of-concepts, and sandboxes tailored to client requirements.

- Partner closely with the sales and product teams to align proposed solutions with the platform's capabilities.

Pilot & Onboarding:

- Own the end-to-end customer onboarding journey from kickoff to launch.

- Proactively identify and eliminate adoption barriers; ensure successful and timely go-lives.

- Act as the customer's guide through the technical setup, integrations, and product training.

Post Go-Live Success:

- Continuously monitor customer health scores, engagement levels, and satisfaction.

- Identify opportunities for upselling, expansion, and product adoption growth.

- Collaborate with Product & Engineering to resolve customer issues, track bugs, and ensure seamless delivery of new features.

Client Relationships & Advocacy:

- Be the trusted advisor for customers, driving long-term relationships and retention.

- Maintain transparent and proactive communication to manage expectations and outcomes.

- Gather and share structured customer feedback to influence product direction.

- Bridge to Product & Engineering

- Translate customer pain points into actionable insights and product improvement ideas.

- Work cross-functionally with internal teams to ensure customer requirements are prioritized effectively.

- Communicate upcoming releases and feature changes to customers, ensuring a smooth transition.

- Documentation & Knowledge Management

- Create, maintain, and improve internal and customer-facing documentation, including guides, FAQs, videos, and playbooks.

- Build a scalable knowledge repository to streamline client onboarding and support.

Cross-Functional Collaboration:

- Work with Sales, Marketing, and Operations teams to drive customer-centric decision-making.

- Participate in key customer meetings, QBRs, and executive-level discussions.

- Support business development efforts by contributing customer stories, case studies, and testimonials.

Ideal Candidate Profile:

Must-Have Qualifications:

- 4+ years of experience in Customer Success, Solutions Engineering, or Client-Facing SaaS roles.

- Proven ability to manage customer relationships across pre-sales, onboarding, and post-launch stages.

- Strong analytical and problem-solving skills with a structured, data-driven mindset.

- Excellent verbal and written communication skills - able to present confidently to both technical and business audiences.

- Comfortable working in US time zones (~3:30 AM IST) for real-time collaboration with customers.

- Highly empathetic, proactive, and passionate about delivering value to customers.

- Entrepreneurial mindset: thrives in ambiguity, loves building from zero, and takes ownership end-to-end.

Preferred Qualifications:

- Technical background (Computer Science, Engineering, or equivalent experience).

- Familiarity with accounting, billing, revenue recognition, or finance operations workflows.

- Basic understanding of coding or APIs for advanced customer integrations.

- Experience with CRM, onboarding, and customer success tools such as HubSpot, Intercom, Notion, or Gainsight.

What We Value:

- Empathy first: Deeply understand customer pain points and make their goals your mission.

- Ownership mindset: Take initiative, be accountable, and drive measurable outcomes.

- Team over ego: Collaborate openly and celebrate collective wins.

- Bias for action: Move fast, learn fast, and iterate continuously.

- Sense of humor: We work hard, but don't take ourselves too seriously.

Perks & Benefits:

- Competitive salary + performance-based incentives

- ESOPs for full-time employees

- Fully remote role (aligned with US time zones)