- Lead, mentor, and scale the Customer Success team, ensuring high performance and continuous improvement.

- Develop and execute customer success strategies that maximize customer satisfaction, adoption, and retention.

- Own customer lifecycle management from onboarding, implementation, and enablement to renewal and advocacy.

- Build frameworks for effective account health monitoring, risk identification, and proactive customer engagement.

Customer Operations Management:

- Oversee end-to-end operational processes, ensuring efficiency, accuracy, and a seamless customer experience.

- Implement scalable systems, workflows, and SOPs to support customer success at scale.

- Drive operational KPIs and SLAs related to onboarding, service delivery, issue resolution, and customer support.

- Collaborate with technology and product teams to enhance tools, dashboards, automation, and customer-facing platforms.

Strategic Planning & Execution:

- Work with senior leadership to align customer operations and success strategies with overall business objectives.

- Identify improvement opportunities through data-driven insights and recommend strategic initiatives.

- Lead cross-functional projects involving product, sales, support, and operations teams to improve customer outcomes.

- Contribute to annual planning, budget allocation, and resource strategy for customer operations.

Relationship & Stakeholder Management:

- Serve as the executive sponsor for key accounts, managing escalations and ensuring customer satisfaction.

- Build strong relationships with enterprise customers and drive strategic conversations around product adoption and ROI.

- Coordinate with the Sales team to support renewals, upsell opportunities, and expansion revenue.

Performance Measurement & Reporting:

- Define and track customer success metrics such as NPS, CSAT, retention, renewal rates, customer health, and churn.

- Provide regular updates and business reviews to leadership, highlighting risks, insights, and strategic recommendations.

- Build dashboards and reporting frameworks for real-time operational transparency.

Qualifications & Experience:

- 10-15 years of overall experience, with at least 5+ years in a senior leadership role within Customer Success or Operations.

- Proven experience working in SaaS, technology, or service-oriented industries.

- Strong understanding of customer lifecycle management, operational excellence, and account management frameworks.

- Experience scaling teams and building customer success functions from the ground up is highly desirable.

- Excellent communication, presentation, and stakeholder management skills.

- Strong analytical mindset with the ability to use data for decision-making and forecasting.

- Hands-on experience with CRM and customer success tools such as Salesforce, HubSpot, Gainsight, Zendesk, or similar platforms.

Key Competencies:

- Strategic thinking & vision

- Leadership & team development

- Customer-centric mindset

- Analytical and data-driven approach

- Problem-solving & decision-making

- Operational excellence

- Process optimization

- Cross-functional collaboration