Role: The Customer Success Lead — North will be responsible for managing and strengthening relationships with key enterprise customers across the North region. The incumbent will own the overall customer lifecycle and account health, proactively identify risks and opportunities, manage escalations, and work closely with Sales, Product, Operations, and Service Delivery teams to ensure customers achieve maximum value from the company's solutions.

Relationship Management
Build, manage, and nurture robust relationships with key stakeholders and decision-makers across assigned enterprise customer accounts
Own the end-to-end customer lifecycle, including onboarding, adoption, engagement, retention, renewals, and account growth
Own the growth and revenue expansion strategy for assigned enterprise accounts across the North region
Identify, develop, and convert upsell, cross-sell, and expansion opportunities within existing customer accounts
Monitor customer health, engagement, service performance, adoption, and satisfaction and proactively identify potential risks
Drive initiatives to improve customer experience, product adoption, engagement, and long-term retention
Collaborate closely with Sales, Product, Technology, Operations, Service Delivery, and Support teams to address customer requirements
Conduct regular business reviews and strategic discussions with customers to review performance and align on future growth opportunities.
Maintain a structured account plan, customer pipeline, tracking opportunities, risks, engagement levels, and growth potential.
Provide regular reporting on customer health, retention, revenue opportunities, churn risks, escalations and account forecasts to management




Mentor and guide junior Customer Success / Service Management team members, sharing best practices and supporting their development
Contribute to the development and continuous improvement of Customer Success processes, frameworks, and governance
Ensure consistent documentation of customer interactions, account plans, key risks, opportunities, and action items

Bachelor’s degree in business, Engineering, Technology, or a related field; postgraduate qualification is an added advantage
~10–12 years of experience in Customer Success, Key Account Management, Enterprise Account Management, Service Management, or Business Development
~ Experience in the SaaS, CPaaS, Telecom, Cloud Communication, or Messaging industry will be preferred
~ Proven track record in driving customer retention, renewals, account growth, upselling, and cross-selling
~ Strong understanding of customer lifecycle management, health monitoring, adoption, engagement, and retention strategies
~ Experience managing customer escalations and coordinating cross-functional teams for issue resolution
~ Excellent stakeholder management, relationship-building, negotiation, and influencing skills
~ Strong analytical skills to interpret customer performance, usage, revenue, and account health data
~ Experience in mentoring or leading junior team members is preferred

We offer all the usual stuff: competitive salary, flexible working hours, and challenging product culture but the real perks are:
Challenging and fun work environment solving meaningful real-life business problems - you will never have a boring day at the office.
We welcome and encourage diversity in the workplace regardless of race, gender,
religion, age, sexual orientation, gender identity, disability, or veteran status.

📌 Senior Customer Success Manager (Digital) (Gurugram)
🏢 Karix
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