Customer Success LeadLocation: Bangalore, India (Work from Office / Hybrid)
Experience: 3–6 years
Industry Preference: B2B SaaS / Technology
Employment Type: Full-time
Reports To: Founder / CEO / Head of Customer Success

About the OpportunityWe have been mandated to hire a Customer Success Lead for a leading B2B Series D SaaS company serving enterprise and mid-market customers across global markets, including the US.
As the company continues to scale its customer base, the organization is looking for a high-calibre Customer Success qualified who can combine strategic account ownership, customer retention, team leadership and commercial growth .
This is a player-coach role , where the individual will personally manage a portfolio of strategic accounts while also mentoring and supporting a team of Customer Success Managers. The role will have significant ownership across customer health, adoption, renewals, retention and expansion.

About the RoleWe are looking for a Customer Success Lead who can build strong relationships with strategic customers,



understand their business objectives, and translate those objectives into measurable outcomes through the company’s SaaS platform.
The ideal candidate will be comfortable operating with senior stakeholders, managing complex customer situations, analysing account data and driving cross-functional initiatives. The role requires someone who can operate independently in a high-growth environment and bring structure to a rapidly scaling Customer Success organization.

Key ResponsibilitiesTeam Leadership· Lead, mentor and coach a team of Customer Success Managers / Executives.
· Establish individual and team-level goals around retention, adoption, customer satisfaction and expansion.
· Monitor team performance against key CS metrics including GRR, NRR, churn, adoption, renewal rate and CSAT/NPS .
· Conduct regular 1:1s and coach CSMs on account strategy, stakeholder management, renewals and escalations.
· Support CSMs in mana

📌 Customer Success Manager (India)
🏢 Customer Success Society
📍 India