Why this role exists
Most post-sale orgs are built to react - to churn signals, to escalations, to renewal deadlines. We're building JustCall's CS and Support function to get ahead of all three. As AI reshapes how revenue teams work, the customers who adopt it fastest win the most - and we need someone who can make that happen at scale.
We need a Head of Customer Experience who can sit across the table from a churning account, a skeptical CFO, or a product leader debating a roadmap - and walk out with a retention plan, a renewal committed, and a feedback loop that makes the product sharper. Someone who owns the full post-sale journey, holds hard GRR numbers, and treats every churn signal as a solvable problem.
What you'll actually do
- Own the end-to-end post-sale customer journey - onboarding, adoption, health management, renewals, and support - and be accountable for GRR outcomes, not just activity.
- Set retention targets, build operating models, and drive the segmented motions - SMB, mid-market, and complex accounts - that make them achievable.




- Accelerate product adoption and AI feature activation within the first 90 days - not just platform onboarding, but measurable workflow transformation.
- Lead Support against strict SLA, CSAT, and deflection goals - balancing human resolution with automated intervention at scale.
- Build and maintain customer health systems - scoring models, churn signals, and escalation frameworks - that give the org early warning, not post-mortems.
- Own headcount planning and org design for scale - structuring layers that create accountability without creating bureaucracy.
- Hold the line with Sales on CS scope, build tight feedback loops with Product, RevOps, Marketing, and influence roadmap without owning it.
- Drive a concrete point of view on what AI-enabled CS looks like at 1,000 accounts per CSM - and build toward it.

What we're looking for
- 10+ years in customer-facing SaaS - CS, Account Management, Qualified Services, or

📌 Head of Customer Success (Bengaluru)
🏢 Saas Labs
📍 Bengaluru