About Our Client Our client is an innovative technology company revolutionising the real estate sector through artificial intelligence and automation. Backed by a highly reputed global investment group, the organisation combines cutting-edge technology with deep industry expertise to help enterprises improve operational efficiency, customer engagement and business outcomes. The company fosters a culture of innovation, ownership, collaboration and continuous learning, offering professionals the opportunity to make a meaningful impact in a high-growth environment.

- Define and execute the overall Customer Success strategy, ensuring seamless onboarding, adoption, retention and long-term value creation.

- Build and maintain trusted relationships with key enterprise stakeholders and CXO-level decision-makers.
- Act as a strategic advisor to customers, understanding business objectives and aligning solutions to deliver measurable outcomes.
- Own customer retention initiatives by proactively identifying at-risk accounts and implementing recovery plans.
- Drive customer satisfaction and reduce churn through structured engagement and value-realisation programmes.
- Identify upsell, cross-sell and account expansion opportunities in partnership with commercial and product teams.
- Develop customer advocacy programmes, including case studies, testimonials, references and success stories.
- Create a scalable Customer Success framework leveraging AI, automation and analytics to improve efficiency and customer outcomes.
- Collaborate closely with Sales, Product and Technology teams to translate customer feedback into commercial and product opportunities.
- Establish customer health metrics, performance dashboards and governance frameworks to measure success.
- Build, mentor and lead a high-performing Customer Success organisation with clear accountability and growth plans.




- Oversee the broader customer support ecosystem, including customer support and technical support functions.

The Successful

Applicant - 12 to 18 years of experience in Customer Success, Strategic Account Management, Enterprise Sales or related leadership roles.

- Proven experience within B2B SaaS, AI, enterprise software or technology-driven organisations.
- Demonstrated success managing large enterprise accounts and complex stakeholder environments.
- Strong track record of improving customer retention, reducing churn and increasing account value.
- Experience identifying and executing upsell, cross-sell and customer expansion strategies.
- Proven ability to build and scale Customer Success teams, processes and operational frameworks.
- Strong understanding of SaaS customer lifecycle management, adoption frameworks and customer health metrics.
- Experience leveraging AI, automation and analytics to drive scalable customer engagement models.
- Ability to build strong executive relationships and influence senior decision-makers.
- Commercially astute with experience partnering closely with sales and revenue leadership teams.
- Excellent communication, presentation, negotiation and stakeholder-management skills.
- Prior experience within PropTech, Real Estate Technology, BFSI or enterprise technology sectors will be advantageous. What's on Offer - Opportunity to build and shape a strategic business function.
- High-impact leadership role with direct influence on growth and customer outcomes.
- Exposure to cutting-edge AI and automation technologies.
- Cooperative, entrepreneurial and innovation-driven work environment.
- Strong career progression opportunities within a rapidly scaling organisation.
- Competitive compensation and performance-based rewards.
- Inclusive and diverse workplace culture.
- Opportunity to work alongside experienced business and technology leaders.
- Employee-focused benefits and wellbeing initiatives.

📌 Customer Success Head (Mumbai)
🏢 Michael Page
📍 Mumbai