Job DescriptionTalent500 is hiring for one of its clients.
NKey Responsibilities:
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Own and drive theCustomer 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 solid engagement with senior stakeholders. N
Lead Customer Support and Business Analyst teams, setting transparent 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 risksproactively 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 theCustomer, 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

nEssential Skills &Experience;:
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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
Solid understanding ofSaaS onboarding, customer adoption, support operations and service delivery. N
Excellent verbal, written and presentation skills with the ability to engage senior stake

📌 Head Customer Succ Alibag
🏢 Talent500
📍 Alibag