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Job Title: Head – Customer Success

Location: India (Delhi/Hyderabad as applicable)

Experience Required: Senior Leadership (15+ years preferred)

Industry: Engineering / Technology / Telecom / Manufacturing

(Not open to candidates from IT Services or IT Product companies)

Job Summary

We are seeking an experienced Head – Customer Success to lead and scale the Customer Success function. This role will own the complete Customer Success lifecycle and ensure robust engagement with USA-based customers, driving retention, satisfaction, and long-term value.

The majority of this role will involve handling customer issues and ensuring seamless coordination by closely interacting with internal stakeholders such as Production, R&D; Team ,SCM, Finance, BU Heads, Sales, Presales, Engineering, and Operations teams.

The ideal candidate will come from an engineering or technology-driven organization and have proven leadership experience in managing global accounts.

Key Result Areas (KRAs) – Full Customer Success Lifecycle

1. Customer Onboarding & Implementation

- Design and lead structured onboarding programs
- Ensure smooth transition from sales to delivery
- Define customer success goals and measurable success metrics

2. Adoption & Engagement

- Drive product/service adoption and usage
- Conduct regular customer health checks and QBRs
- Proactively identify risks and improvement areas

3. Value Realization & Relationship Management

- Align customer outcomes with business objectives
- Act as a trusted advisor for key USA-based customers
- Build executive-level relationships

4. Support Coordination & Escalation Management

- Own and manage major customer escalations
- Work closely with Production, Engineering, SCM, Finance, Sales, Presales, and Operations teams
- Ensure timely resolution and high customer satisfaction

5.



Retention & Renewal Management

- Own renewal strategy and execution
- Minimize churn and maximize contract renewals
- Track and improve retention KPIs

6. Expansion, Upsell & Cross-sell

- Identify growth opportunities within existing accounts
- Partner with Sales for expansion revenue
- Drive structured account growth plans

7. Customer Advocacy & Feedback

- Develop customer champions and references
- Capture feedback and drive product/process improvements
- Build case studies and testimonials

8. Team Building & Process Excellence

- Build, mentor, and lead the Customer Success team
- Define playbooks, tools, and scalable frameworks
- Establish and monitor metrics such as NPS, CSAT, and health scores

Required Qualifications & Experience

- Bachelor’s/Master’s degree in Engineering, Business, or related field
- 15+ years of experience in Customer Success / Account Management leadership
- Strong hands-on experience managing the entire Customer Success lifecycle
- Mandatory experience managing USA-based customers
- Background in engineering/technology-driven organizations preferred

Key Skills & Competencies

- End-to-End Customer Success Management
- US Client Stakeholder Handling
- Retention & Revenue Growth Strategy
- Cross-Functional Stakeholder Coordination
- KPI & Metrics Management
- Escalation & Relationship Management

Application Questions (Mandatory)

Please apply with your resume and answer the following:

- Briefly describe your experience in leading the complete Customer Success lifecycle (onboarding, adoption, retention, and expansion).
- Have you managed USA-based customers or international/global accounts? If yes, please mention the industry and type of clients.
- Do you have experience working in an OEM, ODM, or engineering-driven company as a Customer Success Manager/Head for international clients?

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📌 Head – Customer Success (Engineering/OEM – USA Accounts) (Mumbai)
🏢 HFCL
📍 Mumbai