Position: Team Lead - Customer Success

Experience: 5+ Years

Location: Bangalore

Job Type: Full-time

Job Summary

We are seeking a highly proactive and adaptable Team Lead - Customer Success with 5+ years of experience in B2B SaaS to lead our Customer Success team.

This role is high-impact, focused on driving scalable revenue growth by ensuring high-value customers realize our product's full potential, managing team workload, and leading churn reduction/upselling initiatives.

If you thrive in an ambiguous, fast-paced startup environment and want to learn the entrepreneurship side of a rapidly scaling company, this is the role for you.

Key Responsibilities

Team Leadership & Management: Lead and manage the workload for a team of 710 Customer Success Managers (CSMs).

This includes helping them prioritize, manage high churn risk accounts, and execute upselling initiatives to meet overall business revenue targets.

Customer Value Realization: Drive product adoption, increase overall retention rates, and ensure process success for customers by translating their marketing priorities, operations, and analytics requirements into effective use of our platform.

Key Account Onboarding: Personally own the onboarding process for a selection of high-value accounts, ensuring a seamless transition and immediate realization of product value.

Client Relationship Management: Develop and maintain a strong rapport with existing clients, serving as the primary point of contact and continuously gathering valuable product feedback to inform internal teams.

Strategic Contribution: Work closely with cross-functional teams and co-founders to adapt to rapidly shifting goals and ambiguous environments, requiring you to proactively roll up your sleeves and tackle issues beyond a fixed scope.

Qualifications:

Experience: 5+ years of professional experience in B2B SaaS, with a proven track record in a customer-facing role.

Leadership Experience: Direct experience leading a Customer Success team in the B2B SaaS space is essential.

Communication Skills: Solid English communication skills (both written and verbal), with the ability to provide clear, concise guidance through emails or calls using a casual and confident tone.

Analytical Ability: Proven ability to scan analysis results/data to quickly determine if something is outside of normal expected parameters.

Attention to Detail: Strong attention to detail, particularly in managing customer accounts and data.

Adaptability: A strong desire to thrive in a high-ambiguity, fast-moving startup environment, demonstrating a high degree of flexibility and resourcefulness.

Preferred Skills

Domain Knowledge: Familiarity with marketing operations, analytics, and Go-to-Market strategies, gained from working in a startup environment.

Entrepreneurial Mindset: A proactive desire to learn about the business side of startups and the processes of acquiring and scaling a customer base