Department Customer Success
Designation Customer Success Lead
Location Bengaluru
Reporting Vice President – Design & Product
The Customer Success Lead will onboard, and engage with the assigned clients, focus on driving value to the customer and deliver an impactful engagement. He/ she will build relationships with key stakeholders, act as an escalation point for issues that impact client success, and create opportunities for the optimal client experience.
Role & Responsibilities
Professionally manage relationships with a portfolio of assigned accounts
Build executive relationships within the customer's organization
Make sure he/she exceeds customer retention goals and ensure consistently high retention rates
Build and maintain strong, trusted working relationships with key decision-makers and power users starting from onboarding and throughout the customer lifecycle
Gain a thorough understanding of assigned client's needs, services signed up for, and details of the client contracts to drive effective communication
Identify risks to client success and aggressively/proactively engage the client whenever there's an identified retention issue




Develop and execute retention plans for customers who may be at risk
Drive resolution of escalated issues in coordination with Leasing, projects, design, and facilities teams
Be a voice for accounts internally and keep the senior leadership abreast of the gaps
Manage contract-related inquiries, questions, and issues from clients and other departments
Liaise with other team leaders to make sure that clients are getting the best service possible
Skillset required
Proven expertise in handling high-net-worth customers across India
Proven track record of building solid executive-level relationships
High attention to detail and willingness to get "in the weeds" to fix a problem
Knowledge of customer success best practices
Exceptional communication and relationship management skills
Exceptional time management and multiple stakeholder management experiences
Experience (Years) required
7-12 years of experience in Customer Success/Account Management/ Customer Service/ Guest Relations roles
Qualification
Hotel Management Graduate/ Graduate

📌 Customer success lead (bengaluru)
🏢 Simpliwork
📍 Bengaluru