We are looking for a Customer Success Head who can take complete ownership of the customer journey, from onboarding and product adoption to retention, renewals, and expansion.

This role is ideal for someone who understands SaaS products, enjoys working closely with customers, and knows how to turn customer feedback and usage data into better outcomes.

You will work closely with Sales, Product, Marketing, and Support teams to ensure customers are getting measurable value from the product and continue growing with us.

Key Responsibilities

- Own the complete post-sales customer lifecycle, including onboarding, adoption, engagement, retention, renewal, and expansion.
- Build and improve the Customer Success process as the customer base grows.
- Ensure new customers are onboarded smoothly and reach value quickly.
- Conduct regular customer check-ins, product reviews, and business reviews.
- Understand customer goals, challenges, workflows, and product usage.
- Identify at-risk customers early and create action plans to improve retention.
- Increase product adoption by helping customers understand and use relevant features.
- Manage renewals and identify opportunities for upselling and account expansion.
- Build robust relationships with key customer stakeholders and decision-makers.
- Create customer health scores and monitor engagement, adoption, and satisfaction.
- Collect structured customer feedback and communicate insights to Product and Engineering teams.
- Work with Sales to ensure a smooth transition from closed deal to onboarding.
- Create playbooks for onboarding, adoption, renewals, escalations, and churn prevention.
- Handle customer escalations and ensure issues are resolved with proper ownership.
- Build customer education resources such as guides, webinars, training sessions, and best practices.
- Hire, train, and manage Customer Success team members as the function grows.

What We Are Looking For





- 3–5 years of experience in Customer Success, Account Management, Customer Experience, or a similar role.
- Strong experience working with a SaaS or B2B SaaS product.
- Experience managing customer onboarding, adoption, retention, and renewals.
- Strong understanding of SaaS metrics and the customer lifecycle.
- Ability to understand customer requirements and translate them into actionable solutions.
- Excellent communication, presentation, and relationship-management skills.
- Comfortable conducting product demonstrations and customer training sessions.
- Solid problem-solving and ownership mindset.
- Ability to manage multiple customers and priorities simultaneously.
- Comfortable working in a fast-moving startup environment.
- Experience working closely with Product, Sales, Marketing, and Engineering teams.

Good to Have

- Experience building or scaling a Customer Success function.
- Experience managing a small Customer Success or Account Management team.
- Experience working with international customers, especially US-based customers.
- Understanding of automation, AI, CRM, sales-tech, or business software products.

Key Success Metrics

- Customer retention and churn rate
- Renewal rate
- Product adoption and active usage
- Time-to-value for new customers
- Customer satisfaction / CSAT
- Net Promoter Score / NPS
- Expansion and upsell revenue
- Customer health scores
- Resolution of customer escalations
- Overall customer engagement

Who Will Succeed in This Role? Someone who does not see Customer Success as simply answering customer questions.

You should be able to understand what the customer is trying to achieve, proactively identify problems before they become reasons to leave, and make sure customers consistently see value from the product.

We are looking for someone who can combine customer relationships, product understanding, data, and execution to build long-term customer success.

Pay: ₹15,000.00 - ₹50,000.00 per month

Work Location: In person

📌 Customer Success Head (Sahibzada Ajit Singh Nagar)
🏢 LBM SOLUTIONS, Mohali
📍 Sahibzada Ajit Singh Nagar