Talent500 is hiring for one of its clients.

Key Responsibilities:
- Own and drive the Customer Success Operations strategy across onboarding, adoption, support and ongoing customer engagement.
- Lead SaaS customer onboarding, upgrades and adoption, ensuring smooth implementation and time-to-value.
- Manage global customer relationships and maintain strong engagement with senior stakeholders.
- Lead Customer Support and Business Analyst teams, setting explicit goals, KPIs and performance expectations.
- Own support operations, ticket/case management, workflows and service processes.
- Drive CSAT, customer experience, SLA adherence, resolution time and customer health.
- Identify customer risks proactively and drive timely resolution of escalations.
- Build and continuously improve SOPs, knowledge repositories, templates and process documentation.
- Use data and operational metrics to track team performance, customer trends and service effectiveness.
- Lead cross-functional initiatives with Product, Engineering, Quality,



Solutions and Support teams to improve products and service delivery.
- Act as the Voice of the Customer, providing actionable feedback to Product and Leadership.
- Mentor, coach and develop team members, building strong technical, customer management and interpersonal capabilities. Drive continuous improvement and automation across Customer Success processes and systems.

Essential Skills & Experience:
- 15–18+ years of experience in Customer Success, Customer Operations, Support, SaaS Operations or Client Management. Strong experience managing global/enterprise customers in a SaaS/software environment.
- Proven experience leading Customer Success, Support and/or Business Analyst teams.
- Strong understanding of SaaS onboarding, customer adoption, support operations and service delivery.
- Excellent verbal, written and presentation skills with the ability to engage senior stakeholders.
- Strong leadership, people management and stakeholder management c

📌 Head Customer Success-29223 (Mumbai)
🏢 Talent500
📍 Mumbai