Talent500 is hiring for one of its clients. /n Key Responsibilities: /n /n

- Own and drive the Customer Success Operations strategy across onboarding, adoption, support and ongoing customer engagement.

/n

- Lead SaaS customer onboarding, upgrades and adoption, ensuring smooth implementation and time-to-value.

/n

- Manage global customer relationships and maintain strong engagement with senior stakeholders.

/n

- Lead Customer Support and Business Analyst teams, setting clear goals, KPIs and performance expectations.

/n

- Own support operations, ticket/case management, workflows and service processes.

/n

- Drive CSAT, customer experience, SLA adherence, resolution time and customer health.

/n

- Identify customer risks proactively and drive timely resolution of escalations.

/n

- Build and continuously improve SOPs, knowledge repositories, templates and process documentation.

/n

- Use data and operational metrics to track team performance, customer trends and service effectiveness.

/n

- Lead cross-functional initiatives with Product, Engineering, Quality, Solutions and Support teams to improve products and service delivery.

/n

- Act as the Voice of the Customer, providing actionable feedback to Product and Leadership.

/n

- 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.

/n /n /n Essential Skills & Experience: /n /n

- 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.

/n

- Proven experience leading Customer Success, Support and/or Business Analyst teams.

/n

- Strong understanding of SaaS onboarding, customer adoption, support operations and service delivery.

/n

- Excellent verbal, written and presentation skills with the ability to engage senior stakeholders.

/n

- Strong leadership, people management and stakeholder management capabilities.

/n

- Strong execution discipline with experience managing KPIs, SLAs, processes and operational metrics.

/n

- Strong understanding of enterprise applications, data integrations and technology-driven solutions.

/n

- Ability to drive cross-functional initiatives and influence Product/Engineering teams.

/n /n /n Leadership & Behavioral Traits: /n /n

- Solid hands-on mindset with the ability to go deep into code and models.

/n

- Strategic thinker with execution focus.

/n

- Excellent communication skills and ability to influence senior stakeholders.

/n

- Comfortable operating in ambiguity and building from zero to scale.

/n

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