Role & responsibilities

- You own the client onboarding, support, and retention experience.
- You directly influence customer satisfaction, retention, and revenue growth.
- You work closely with Product, QA, and Operations teams on customer issues and opportunities.
- You help reduce escalations while improving account growth and continuity.
- You build a scalable customer success and operations function in a growing business.

KEY RESPONSIBILITIES A. Customer Onboarding & Success Management

- Lead onboarding and implementation coordination for new clients.
- Ensure clients are enabled effectively for product adoption and ongoing usage.
- Build structured onboarding and handholding mechanisms for better customer experience.

B. Client Support & Escalation Management

- Oversee handling of client queries, service requests, and product-related issues.
- Manage critical escalations and ensure timely closure through internal coordination.
- Act as the main escalation point for key customer concerns and support risks.

C. Account Retention & Revenue Growth

- Drive account retention by ensuring strong client engagement, issue resolution, and service quality.




- Monitor account health, renewal risk, client satisfaction, and usage behaviour to reduce churn.
- Identify upsell / cross-sell opportunities within existing accounts and coordinate with leadership / relevant teams for conversion.
- Support revenue growth through expansion of existing client relationships and stronger product adoption.

D. Cross-Functional Coordination

- Work closely with Product, QA, and internal teams to resolve product issues affecting clients.
- Ensure recurring customer issues are captured and fed back into product and quality improvements.
- Drive alignment between support operations and product delivery priorities.

E. Process, Reporting & Continuous Improvement

- Create and manage support dashboards, onboarding trackers, escalation logs, retention risk trackers, and upsell prospect reports.
- Monitor service quality, turnaround times, escalation trends, retention indicators, and customer feedback.
- Improve support processes, response systems, and client communication standards over time.

📌 Customer Success Lead (Mumbai)
🏢 Haven Infoline
📍 Mumbai