Job Id: Aeries/381/26-27

Industry IT-Software / Software Services / testing

Location Bangalore

Experience Range 12 - 18 Years

Qualification Graduates

About Us

Aeries Technology is a Nasdaq listed global professional services and consulting partner, headquartered in Mumbai, India, with centers in the USA, Mexico, Singapore, and Dubai. We provide mid-size technology companies with the right mix of deep vertical specialty, functional expertise, and the right systems & solutions to scale, optimize and transform their business operations with unique customized engagement models. Aeries is Great Place to Work certified by GPTW India, reflecting our commitment to fostering a positive and inclusive workplace culture for our employees.

About Business Unit

Darktrace is a global AI cybersecurity leader founded in 2013 in Cambridge, UK, by mathematicians and ex-intelligence experts. Its flagship ActiveAI Security Platform uses Self-Learning AI to detect and respond to threats across network, email, cloud, endpoint, OT, and identity — without relying on prior attack signatures.

Roles and Responsibility

CUSTOMER SUCCESS

Customer Success Lead

About the Role

The Customer Success Lead is accountable for the day-to-day leadership and performance of the Scaled Support Centre, bringing together Technical Success Management, Cybersecurity Infrastructure Engineering, Customer Support, and Renewals into one joined-up customer experience. You will lead a multidisciplinary team of 18 individual contributors and create the operating rhythm, coaching, prioritisation, and cross-functional alignment needed to deliver consistent customer outcomes at scale. This role sits at the intersection of customer value, technical service delivery, retention, and commercial execution. You will ensure customers move smoothly from deployment to adoption and ongoing support, that risks are identified and owned early, and that renewal activity is informed by a transparent view of customer health and value.

Key Responsibilities

People Leadership & Team Performance

- Lead, coach, and develop 18 individual contributors across TSM, CIE, Support, and Renewals, creating clear expectations, accountability, and an inclusive, high-performing team culture.
- Establish effective team rhythms including capacity planning, workload allocation, case and portfolio reviews, one-to-ones, performance conversations, and development planning.
- Build capability across the centre through structured onboarding, role-based learning, mentoring, quality reviews, knowledge sharing, and clear career pathways.
- Create strong collaboration across disciplines so that customers experience one team rather than separate functional hand-offs.

Customer Outcomes & Service Delivery

- Own the overall quality and consistency of the customer experience delivered by the SSC, from deployment and technical adoption through support, risk mitigation, and renewal.
- Ensure customers are guided towards meaningful product adoption, measurable value, healthy deployments, and effective use of the platform in their day-to-day security operations.
- Oversee prioritisation and escalation of complex, high-risk,



or high-impact customer situations, ensuring clear ownership, timely communication, and coordinated resolution.
- Reduce friction at key transition points, particularly from deployment to active use, between technical support and success teams, and into renewal readiness.
- Champion the voice of the customer by ensuring recurring risks, product feedback, and service improvement opportunities are visible and acted upon.

Key Responsibilities (continued)

Operational Management & Continuous Improvement

- Define and maintain transparent operating standards, service expectations, ownership models, escalation paths, and hand-offs across all four SSC disciplines.
- Use customer health, product usage, engagement, support, deployment, and renewal data to understand performance, identify emerging risks, and focus team effort where it has the greatest impact.
- Monitor service performance against agreed objectives and service levels, identifying trends and taking action to improve quality, responsiveness, productivity, and customer outcomes.
- Drive scalable ways of working, including standard playbooks, digital engagement, automation, self-service, and knowledge management, while preserving appropriate support for higher-risk customers.
- Balance customer demand, team capacity, commercial priorities, and operational risk to make clear and timely resource decisions.

Retention, Renewals & Commercial Partnership

- Create strong renewal readiness across the SSC portfolio by ensuring customer outcomes, technical health, risks, actions, and value evidence are visible well ahead of renewal.
- Guide the Renewals team in delivering timely, well-managed renewal activity, including risk management, stakeholder alignment, commercial preparation, and identification of expansion opportunities.
- Partner with Sales and account teams on retention strategy, customer risk, account planning, and appropriate upsell or cross-sell opportunities.
- Ensure commercial decisions are grounded in a balanced view of customer value, relationship health, technical reality, and company goals.

Cross-Functional Leadership

- Partner closely with Sales, Customer Success, Professional Services, Product, Engineering, Operations, Finance, and Legal to resolve issues and improve the end-to-end customer journey.
- Provide a clear, evidence-based view of SSC performance, customer health, operational risk, and improvement priorities to senior stakeholders.
- Act as a senior escalation point for customers and internal teams, maintaining calm, explicit communication and driving decisions to resolution.
- Contribute to the ongoing design and evolution of the SSC operating model, ensuring it remains scalable, customer-centred, and aligned to business priorities.

What Success Looks Like





ONE CUSTOMER EXPERIENCE Customers receive coordinated support across deployment, adoption, issue resolution, and renewal, with fewer dropped hand-offs or unclear owners.

EARLY RISK MANAGEMENT

Technical, adoption, service, and commercial risks are surfaced early, assigned clearly, and actively mitigated.

STRONG TEAM PERFORMANCE The SSC has clear priorities, balanced workloads, consistent quality, strong coaching, and visible development opportunities.

SCALABLE DELIVERY

Standard playbooks, data, automation, and knowledge are used to improve consistency and capacity without losing customer focus.

About You

- You have significant experience leading customer-facing teams in Customer Success, Technical Account Management, Support, Professional Services, Renewals, or a comparable service environment.
- You have managed multidisciplinary teams and can align technical, customer, operational, and commercial roles around shared outcomes.
- You are a confident people leader with a strong record of coaching, setting expectations, managing performance, and building capability.
- You understand the customer lifecycle in an enterprise SaaS or cybersecurity environment, including deployment, adoption, support, value realisation, risk management, and renewal.
- You can use data to diagnose performance, prioritise action, manage capacity, and communicate a clear operational narrative.
- You are comfortable handling escalations, ambiguity, competing priorities, and time-sensitive customer situations with sound judgement and composure.
- You communicate clearly with technical practitioners, commercial teams, customers, and senior leaders, and can influence effectively across organisational boundaries.
- You bring strong business acumen and understand how customer outcomes, retention, expansion, service quality, and operational efficiency connect.
- You are proactive, organised, resilient, and committed to building simple, repeatable ways of working that improve both customer and employee experience.

Desirable Experience

- Experience in cybersecurity, enterprise networking, cloud, SaaS, security operations, threat detection, or incident response environments.
- Experience with customer success platforms, CRM systems, support ticketing, product usage analytics, health scoring, renewal governance, and service-level reporting.
- Experience building or scaling a centralised, pooled, digital, or tiered customer success and support model.
- Experience leading change across role boundaries, processes, systems, and geographically distributed teams.

Why This Role Matters

The SSC is designed to bring specialist expertise together and deliver a more connected, scalable customer experience. As Customer Success Lead, you will shape how that model works in practice: helping the team perform at its best, ensuring customers receive clear and consistent support, and strengthening the link between technical value, customer confidence, and retention.

Role Details

Job title Customer Success Lead, Scaled Support Centre

Team

Customer Experience

Location To be confirmed

Reporting to To be confirmed

Customer Success Lead | 1

📌 Customer Success Lead (Bengaluru)
🏢 Aeries Technology Group
📍 Bengaluru