About the Role - Please read carefully before applying.
Pipefy is seeking a Customer Success Team Lead (India) to lead our post-sales operations in the region through a Player-Coach model. This role combines direct enterprise account ownership with team guidance, operational cadence, and cross-functional leadership. You will directly manage high-complexity strategic accounts while helping the broader team operate with consistency, discipline, and impact.
Why This Role Matters
• Strategic Impact: India and the BPO sector represent a core growth engine for Pipefy.
• Customer Health & Governance: Elevates post-sales ownership, risk management, and executive alignment across key accounts.
• Cross-Functional Alignment: Ensures seamless coordination between Customer Success, Professional Services, Product Management, Support, and Sales.
Role Architecture & Time Allocation
• Strategic Account Ownership (~60%): Managing complex accounts, driving adoption, retention, and expansion.
• Team Leadership / Player-Coach (~25%): Coaching CSMs, guiding account strategies, and driving team discipline.
• Operating Model & Cross-Functional Execution (~15%): Establishing playbooks, unblocking obstacles, and aligning with global CS leadership.
Key Responsibilities
1. Strategic Account Ownership (~60%)
• Manage a select portfolio of complex, high-impact enterprise accounts in the India/BPO region.
• Build strong, trusted relationships with key customer stakeholders and executive sponsors.
• Drive product adoption, value realization, account retention, and growth opportunities.
• Proactively identify account risks and build transparent mitigation plans.
• Lead executive business reviews, success planning, and account health updates.
• Manage customer escalations with urgency, structure, and direct ownership.
• Partner with Sales and Account Management on commercial strategy, renewals, and expansions.
2. Team Leadership & Player-Coach (~25%)
• Lead weekly operating cadences and reviews f
📌 Senior Client Success Manager (India)
🏢 Pipefy
📍 India