Job DescriptionTalent500 is hiring for one of its clients.

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- Own and drive theCustomer Success Operations strategy across onboarding, adoption, support and ongoing customer engagement.
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- Lead SaaS customer onboarding, upgrades and adoption, ensuring smooth implementation and time-to-value.
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- Manage global customer relationships and maintain strong engagement with senior stakeholders.
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- Lead Customer Support and Business Analyst teams, setting clear goals, KPIs and performance expectations.
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- Own support operations,ticket/case management, workflows and service processes.
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- Drive CSAT, customer experience, SLA adherence, resolution time and customer health.
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- Identify customer risksproactively and drive timely resolution of escalations.
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- Build and continuously improve SOPs, knowledge repositories, templates and process documentation.
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- Use data and operational metrics to track team performance, customer trends and service effectiveness.
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- Lead cross-functional initiatives with Product, Engineering, Quality, Solutions and Support teams to improve products and service delivery.
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- Act as the Voice of theCustomer, providing actionable feedback to Product and Leadership.
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- 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.
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nEssential Skills &Experience;:

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- 15–18+ years of experience in Customer Success, Customer Operations, Support, SaaS Operations or Client Management. Solid experience managing global/enterprise customers in a SaaS/software environment.
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- Proven experience leading Customer Success, Support and/or Business Analyst teams.
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- Strong understanding ofSaaS onboarding, customer adoption, support operations and service delivery.
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- Excellent verbal, written and presentation skills with the ability to engage senior stakeholders.
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- Strong leadership, people management and stakeholder management capabilities.
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- Strong execution discipline with experience managing KPIs, SLAs, processes and operational metrics.
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- Strong understanding ofenterprise applications, data integrations and technology-driven solutions.
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- Ability to drive cross-functional initiatives and influence Product/Engineering teams.
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nLeadership & Behavioral Traits:

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- Strong hands-on mindset with the ability to go deep into code and models.
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- Strategic thinker with execution focus.
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- Excellent communicationskills and ability to influence senior stakeholders.
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- Comfortable operating in ambiguity and building from zero to scale.
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📌 Head Customer Success-29223 (Alibag)
🏢 Talent500
📍 Alibag