Job Summary The Customer Success team is an integral part of ur client's ability to ensure customers realize maximum value from their partnership and achieve their business goals.

The Customer Success

Leader is responsible for the overall success, performance, and maturity of the Customer Success function, including direct leadership of the Customer Success Manager (CSM) team and ownership of customer outcomes across the assigned portfolio. This role combines strategic customer leadership, team management, and crossfunctional influence to deliver exceptional customer experiences, drive retention and growth, and scale Customer Success practices across.

Job Title: Customer Success Leader

Experience : 11+ Years

Commitment : Full Time

Location : BhubaneswarWork Model: Work From Office The Customer Success Leader is accountable for:

- Building and leading a highperforming team of Customer Success Managers
- Ensuring customers achieve measurable value and longterm success
- Drive consistent execution of Customer Success best practices
- Serving as a senior customer advocate and escalation point internally

The Customer Success Leader represents the Customer Success organization internally and externally and is responsible for customers longterm success from onboarding through renewal and expansion, at both the individual account and portfolio level. Primary responsibilities are broken into six key areas: 1. Customer Relationship & Strategic Partnership

- Establish and maintain executivelevel, trustbased relationships with key stakeholders across assigned customer organizations.
- Act as a strategic advisor to customers and senior internal stakeholders, ensuring customer goals and feedback influence product direction and service delivery.
- Own and oversee Executive Business Reviews (EBRs) across the portfolio, ensuring consistency, quality, and strategic alignment.
- Serve as an executive escalation point for critical customer relationship, delivery, or satisfaction issues.

2. Value Realization & Success Strategy

- Define and standardize Success Planning frameworks used across the CSM team,



ensuring alignment to customer outcomes and its value drivers.
- Ensure proactive monitoring of product adoption, usage trends, and customer health across the portfolio.
- Drive a consistent approach to risk identification, churn prevention, and value realization.
- Hold CSMs accountable for measurable progress against customer success KPIs.

3. Account, Renewal & Expansion Oversight

- Maintain visibility into all upcoming renewals and key contractual usage metrics across the portfolio.
- Oversee execution of renewals, ensuring: Simple renewals are executed efficiently and on time and Strategic renewals and expansions are coordinated closely with Account Management
- Support the development of strong customer advocates and referenceable accounts.
- Ensure accurate and timely maintenance of customer data, health scores, and metrics within the its Customer Success platform.

4. People Leadership & Team Development

- Lead, coach, and mentor a team of Customer Success Managers to drive performance, accountability, and growth opportunities.
- Set clear expectations for CSM responsibilities, operating cadence, and customer engagement standards.
- Conduct regular 1:1s, performance reviews, and development planning.
- Build internal Customer Success capability through onboarding, enablement, and ongoing coaching.
- Foster a culture of ownership, collaboration, and continuous improvement within the team.

5. CrossFunctional Leadership & Escalation Management

- Partner closely with Product, Support, Sales, and Implementation leadership to deliver a cohesive, endtoend customer experience.
- Act as the primary Customer Success escalation owner for: Relationship challenges, Delivery risks, Ticket escalation and resolution concerns




- Translate customer feedback and usage insights into clear, actionable input for Product and internal teams.
- Champion Customer Success priorities across the organization.

6. Operational Excellence & Continuous Improvement

- Define and evolve Customer Success processes, tools, and operating models to support scale.
- Contribute to and sponsor the development of scalable enablement assets, including onboarding guides, playbooks, and best practices.
- Drive continuous improvement initiatives focused on customer satisfaction, loyalty, and advocacy.
- Ensure consistent measurement and reporting of Customer Success performance metrics.

Job Requirements

- 11+ years of experience in Customer Success, Account Management, or Program Leadership roles, preferably within the retail or enterprise SaaS space.
- Demonstrated experience leading and developing Customer Success or customerfacing teams.
- Strong understanding of Labor Planning and Workforce Management solutions, best practices, and customer use cases.
- Experience partnering with large retail organizations and executive stakeholders.
- Proven ability to lead crossfunctional teams through complex, largescale software implementations.
- Exceptional leadership, communication, and stakeholdermanagement skills.
- Demonstrated ability to solve complex organizational and customer challenges.
- BS/BA in Business Management, Industrial Engineering, or a related field.
- Advanced proficiency in MS Office (Excel, PowerPoint) and customer success or reporting platforms.

Job Location & Schedule

- This job is an onsite job at the Bhubaneswar Office.
- It is expected that the selected candidate will be available to work flexible hours

Compensation and Benefits

- The compensation and benefits associated for this role is benchmarked against the best in industry and job location.
- Standard shift: 1 PM 10 PM (shift allowance applicable for non-standard shifts and as per role).
- Shifts starting after 4 PM: Eligible for food allowance/subsidized meals and cab drop.
- Shifts starting after 8 PM: Eligible for cab pickup as well.

📌 Customer Success Leader (Bhubaneswar)
🏢 Upstrive Consulting
📍 Bhubaneswar