The Role

As AVP – Customer Success, you will own the customer journey end-to-end — from onboarding and implementation to adoption, engagement, renewals, expansion, and strategic account growth.

This is a high-ownership startup role. You will work directly with the founders and leadership team, build processes from the ground up, personally engage with strategic customers, and create the systems and team needed to scale Customer Success.

The ideal candidate is someone who can operate at both strategic and execution levels — comfortable presenting to CXOs one day and getting into the details of a customer implementation the next.

Key Responsibilities

Customer Success & Account Ownership

- Own the overall Customer Success strategy and customer lifecycle.
- Build strong relationships with key customer stakeholders, including CXO and senior business leaders.
- Ensure successful onboarding, implementation, adoption, and ongoing engagement.
- Drive customer retention, renewals, expansion, and cross-sell opportunities.
- Establish clear customer health metrics and proactively identify risks.
- Act as an escalation point for critical customer issues.

Strategic Customer Management
- Work closely with enterprise customers to understand their business objectives and translate them into measurable outcomes.
- Build and conduct business reviews / QBRs with customers.
- Identify opportunities to increase product adoption and customer ROI.
- Convert customer feedback into actionable product and business priorities.
- Build strong customer advocacy, references, case studies, and long-term relationships.

Build the CS Function
- Develop Customer Success processes, playbooks, frameworks, and operating rhythms from the ground up.
- Define and track metrics such as NPS, CSAT, adoption, engagement, retention, renewal, expansion, and customer health.




- Build scalable onboarding and implementation processes.
- Create systems for account planning, escalation management, renewal forecasting, and customer communication.
- Hire, coach, and develop the Customer Success team as the business scales.

Cross-functional Leadership
- Work closely with Founders, Product, Sales, Engineering, and AI teams to ensure customer needs are addressed.
- Partner with Sales during enterprise deal closures and transition customers smoothly from Sales to CS.
- Bring structured customer insights back to Product and Engineering.
- Help shape product roadmap based on customer requirements and market feedback.
- Ensure the organization remains highly customer-centric as it scales.

Founder Partnership
- Work directly with the founders on strategic accounts, customer strategy, and company-level priorities.
- Represent the founders in important customer conversations when required.
- Bring customer intelligence and market feedback directly to the leadership team.
- Help founders build a scalable and predictable Customer Success organization.

What We’re Looking For

Must Have

- 8–12+ years of experience in Customer Success, Account Management, Consulting, SaaS, or enterprise technology.
- Prior startup experience is mandatory.
- Experience working closely with founders / CEOs / leadership teams in a startup environment.
- Strong experience managing enterprise customers and senior stakeholders.
- Experience owning customer retention, renewals, expansion, and account growth.
- Solid communication, presentation, and stakeholder-management skills.
- Ability to operate in a high-ambiguity, high-ownership environment.
- Strong commercial understanding — you should view Customer Success as a driver of retention and revenue, not just support.
- Based in Mumbai or willing to work from Mumbai.

📌 AVP – Customer Success (Mumbai)
🏢 mple.ai
📍 Mumbai