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 clear 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. Robust 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 capabilities. - Strong execution discipline with experience managing KPIs, SLAs, processes and operational metrics. - Strong understanding of enterprise applications, data integrations and technology-driven solutions. - Ability to drive cross-functional initiatives and influence Product/Engineering teams. Leadership & Behavioral Traits: - Strong hands-on mindset with the ability to go deep into code and models. - Strategic thinker with execution focus. - Excellent communication skills and ability to influence senior stakeholders. - Comfortable operating in ambiguity and building from zero to scale.

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