Target Markets: India & Australia

Vertical Focus: Retail, E-commerce, & Customer-Facing Business

Experience Level: Mid-level / Senior Mid-level (4-7 years)

Reports To: Founders / GTM Leadership

About Us:
At Zithara.ai, we are pioneering the next generation of Customer Intelligence. Our platform serves as the "North Star" for consumer brands, empowering them to unify disparate customer data, automate personalized omnichannel engagement, and deploy advanced AI Agents for sales, support, and marketing. From unearthing deep analytics via our CDP (Customer Data Platform) to operationalizing AI for conversion, Zithara.ai simplifies retention and accelerates revenue growth for high-transaction, data-rich industries across India and Australia.

The Role:
We are looking for a high-performing, technically sound Customer Success Team Lead to join our team in Hyderabad. This is a mid-level "player-coach" role where you will balance managing your own portfolio of high-value retail accounts while leading and mentoring a small team of junior Customer Success Managers (CSMs)



and Support Associates.

You will have operational oversight over your team's core metrics across three critical pillars:Seamless Client Onboarding, Support Ticket SLA Adherence, and Account Revenue Retention.

Key Responsibilities:
1. Team Leadership & Operations (Recent Section):
- People Management: Oversee, mentor, and coach a small team (2-4 members) of junior CSMs and Support executives in Hyderabad.
- Performance Tracking: Monitor team KPIs, including account health scores, first-response times on support tickets, time-to-onboard, and renewal rates.
- Workload Allocation: Fairly distribute incoming new accounts and technical support tickets across the team to ensure high-quality delivery without bottlenecks.
- Escalation Point: Act as the first point of escalation for complex customer issues or technical hurdles faced by your team members.

2. Onboarding & Implementation Support:
- Lead Key Implementati

📌 Customer Success Team Lead (Hyderabad)
🏢 Zithara.AI
📍 Hyderabad