Position: Lead / Team Lead – Customer Success

Location: Bangalore

Working Days: 5 days (hybrid)

Experience Required: 4-8 years

About the Role

We are looking for a Customer Success Lead to own a portfolio of strategic healthcare accounts and lead a small pod of Customer Success Managers. This is a player-coach role , you will personally manage key/complex accounts (hospitals, clinics, provider networks, or payers) while also driving processes, coaching CSMs, and owning team-level retention and expansion metrics. Given the regulatory and stakeholder complexity of healthcare accounts, prior experience in healthcare SaaS (EMR/EHR, patient engagement, care coordination, RCM, or clinical workflow tools) is strongly preferred.

Key Responsibilities
Team Leadership
- Lead, mentor, and manage a team of 3–6 Customer Success Managers/Executives, setting individual and team goals.
- Drive team-level KPIs , NRR/GRR, churn, adoption, CSAT/NPS , and report progress to leadership.
- Establish and refine CS playbooks, health-scoring models, and escalation frameworks for the team to follow.




- Conduct regular 1:1s, coach CSMs on account strategy, and support them in escalations or complex renewal negotiations.
- Partner on hiring and onboarding for recent CS team members.
Strategic Account Ownership
- Personally own a portfolio of key/enterprise healthcare accounts , onboarding, adoption, renewals, and expansion.
- Translate customer clinical/operational goals into product adoption and success plans.
- Lead QBRs, executive business reviews, and renewal negotiations for top accounts.
Cross-functional & Process
- Monitor customer health scores, usage data, and engagement metrics across the team's book of business to proactively identify churn risk and expansion opportunities.
- Partner cross-functionally with Sales, Product, Support, and Implementation to resolve escalations and feed customer insights into the product roadmap.
- Ensure compliance-sensitive handling of customer data an

📌 Lead / Team Lead – Customer Success (Bengaluru)
🏢 PinnacleU
📍 Bengaluru