We are looking for a high-performing, technically sound Customer Success Team Lead to join our Hyderabad team. This is a mid-level player-coach role where you will manage a portfolio of strategic retail accounts while leading and mentoring a small team of junior Customer Success Managers (CSMs) and Support Associates.
A core expectation of this role is ensuring strong customer retention outcomes. You will own and drive account health, renewal readiness, and churn prevention across your portfolio and your team s accounts. Retention performance will be one of the most important success metrics for this role.
You will have operational oversight across three critical pillars:
- Lead, mentor, and coach a small team (2 4 members) of junior CSMs and Support Executives based in Hyderabad.
- Monitor team KPIs including:
- Customer retention rates
- Account health scores
- Renewal pipeline health
- First-response and resolution times
- Time-to-onboard
- Ensure retention risks are identified early and addressed proactively.
- Allocate onboarding projects and technical support tickets effectively to avoid delivery bottlenecks.
- Act as the first escalation point for complex customer issues and technical challenges.
2. Onboarding & Implementation Support
- Ensure the team follows standardized onboarding playbooks for rapid client activation.
- Support brands in configuring:
- WhatsApp Business API
- SMS and Email channels
- Customer journeys and campaigns
- AI Agents and automation workflows
- Personally lead onboarding for strategic or enterprise retail accounts across India and Australia.
3. Support Ticket Queue Management
- Ensure all incoming technical tickets are managed within defined SLAs.
- Coordinate closely with Product and Engineering teams to resolve:
- Deliverability issues
- Platform bugs
- Integration challenges
- System downtime incidents
- Improve support processes to increase customer satisfaction and retention.
- Own customer retention as a primary business metric for the team.
- Conduct regular account reviews to identify at-risk customers early.
- Build and execute proactive retention strategies to minimize churn.
- Drive portfolio Net Revenue Retention (NRR) through:
- Renewals
- Cross-sell opportunities
- Expansion into additional stores, channels, or AI modules
- Maintain strong executive relationships with client stakeholders to improve long-term account stability and growth.
Qualifications & Requirements
Experience
- 4 7 years of experience in Customer Success, Technical Account Management, or Client Success within a B2B SaaS company.
- 1 2 years of experience mentoring, leading, or managing team members.
Must-Have Skills
- Solid customer retention and account management mindset.
- Experience working with CRM products/platforms is mandatory.
- Hands-on experience managing enterprise customer relationships.
- Strong technical troubleshooting and operational coordination capabilities.
- Excellent communication and stakeholder management skills.
Technical & Domain Knowledge
- CRM platforms
- Helpdesk ticketing systems
- WhatsApp Business APIs
- Messaging automation tools
- Customer engagement platforms
- Exposure to Retail, E-commerce, Loyalty, CDP, or Marketing Automation ecosystems is highly preferred.
Communication & Time Zone Management
- Strong English communication skills with the ability to manage enterprise accounts across India and Australian business hours.
- Based in Hyderabad or willing to relocate.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
📌 Customer sucess lead (Hyderabad)
🏢 Zithara Technologies
📍 Hyderabad
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