Head of CS

Location: Noida, Uttar Pradesh

Working Days: Monday to Friday

Working Hours: 10:00 AM – 6:00 PM

Experience: 7+ Years

Employment Type: Full-time

Role Overview

We are looking for an experienced and results-oriented Head of Customer Success to lead customer relationships, drive product adoption, improve retention, and identify opportunities for account growth.

The ideal candidate will act as a trusted advisor to customers, understand their business objectives, ensure successful product adoption, and work closely with Sales, Product, Engineering, Support, Consulting, and Marketing teams to deliver an exceptional customer experience.

The role will also involve team management, strategic account planning, customer retention, revenue expansion, and churn reduction.

Key ResponsibilitiesCustomer Success & Relationship Management

- Build and maintain strong, long-term relationships with key customers.
- Act as a trusted advisor by understanding customer objectives, challenges, and business priorities.
- Drive customer satisfaction, engagement, retention, and overall customer lifetime value.
- Develop a deep understanding of customer use cases and ensure successful adoption of Xebo.ai solutions.
- Proactively identify potential risks and develop action plans to improve account health.

Account Strategy & Growth
- Develop strategic account and deployment plans for assigned customers.
- Own the customer engagement and adoption strategy throughout the entire customer lifecycle.
- Identify opportunities for account expansion, cross-sell, and upsell in collaboration with the Sales team.
- Partner with Sales to develop account strategies that support both customer outcomes and business growth.
- Contribute to reducing customer churn through proactive engagement and structured success plans.

Customer Business Reviews & Reporting
- Conduct regular customer touchpoints, account health reviews,



and business reviews.
- Prepare and present Quarterly Business Reviews (QBRs) with clear scorecards and KPIs linked to customer business objectives.
- Monitor product usage, engagement, adoption, satisfaction, and other relevant customer health metrics.
- Provide actionable insights and recommendations to customers based on data and business requirements.

Cross-functional Collaboration
- Act as the voice of the customer within Xebo.ai.
- Collaborate closely with Sales, Sales Operations, Product, Engineering, Support, Consulting, and Marketing teams.
- Communicate customer feedback and requirements to internal stakeholders to support product and service improvements.
- Coordinate with internal teams to ensure timely resolution of customer issues and successful project execution.
- Work collaboratively with Sales and other stakeholders to achieve customer retention and revenue objectives.

Team Leadership
- Manage, mentor, and develop Customer Success team members.
- Establish clear goals, processes, and performance expectations for the team.
- Support the team in managing complex customer situations and strategic accounts.
- Promote a customer-first culture focused on accountability, proactive engagement, and continuous improvement.

Required Qualifications
- 7+ years of experience in SaaS, Customer Success, Account Management, or a related client-facing role.
- Proven experience managing and mentoring a Customer Success or Account Management team.




- Strong experience in customer relationship and account management.
- Demonstrated ability to manage enterprise or strategic customers.
- Strong problem-solving and analytical skills.
- Excellent MS Excel and PowerPoint skills.
- Basic understanding of software integrations and SaaS platforms.
- Excellent verbal and written communication skills.
- Strong presentation and stakeholder-management abilities.
- Ability to work effectively in a rapid-paced startup environment.
- Strong ownership, accountability, and execution skills.

Preferred Skills
- Experience working with enterprise customers.
- Experience in client handling and strategic account management.
- Experience in SaaS/technology/product-based organizations.
- Exposure to customer experience, employee experience, survey, research, or experience-management platforms will be an advantage.
- Experience working with cross-functional teams across Sales, Product, Engineering, and Support.

Key Competencies
- Customer Relationship Management
- Customer Success Strategy
- Account Strategy & Growth
- Customer Retention & Churn Reduction
- SaaS Product Adoption
- Business Reviews & Reporting
- Strategic Account Management
- Cross-functional Collaboration
- Team Leadership & Mentoring
- Executive Communication
- Problem Solving & Analytical Thinking
- Stakeholder Management

What We’re Looking For We are looking for a customer-focused, commercially aware, and strategic leader who can build trusted relationships with customers while driving measurable business outcomes.

The successful candidate should be comfortable managing senior stakeholders, leading a Customer Success team, working across multiple functions, and operating with a high degree of ownership in a dynamic SaaS environment.

Pay: ₹1,500,000.00 - ₹2,500,000.00 per year

Work Location: In person

📌 Head of Customer Success (Noida)
🏢 NBC Elite
📍 Noida