Job Title: Head of Customer Success

Experience: 12+ Years

Location: Noida (Sec.129)

Department: Customer Success / Client Experience

Reports To: CEO

Role Summary & Objective

We are seeking a strategic and results-driven Head of Customer Success to build, lead, and scale our Client Success function. This role will be responsible for driving customer retention, revenue growth, account expansion, and long-term client satisfaction .

The ideal candidate will bring a strong blend of leadership, strategic thinking, and operational excellence , with a proven track record of managing large client portfolios and building high-performing Customer Success teams.

Key Responsibilities 1. Client Success Strategy & Leadership

- Define and execute the overall Customer Success strategy aligned with business goals.
- Build, mentor, and scale a high-performing Customer Success team .
- Establish KPIs, OKRs, and performance benchmarks for the function.
- Act as the voice of the customer within the organization.

2. Account Growth & Expansion

- Identify opportunities for upselling, cross-selling, and account expansion .
- Drive revenue growth from existing clients through strategic engagement.
- Partner with Sales to ensure smooth handover and lifecycle management .
- Develop account plans for key and strategic clients .

3. Customer Relationship Management

- Build and nurture C-level and senior stakeholder relationships across accounts.
- Serve as a trusted advisor to clients, ensuring alignment with their business goals.
- Lead executive business reviews (QBRs/MBRs) and strategic discussions.

4. Customer Health & Retention

- Define and track customer health metrics and success indicators .
- Proactively identify risks and implement retention strategies .
- Ensure high levels of customer satisfaction (CSAT), NPS, and engagement .
- Reduce churn and improve customer lifetime value (CLTV).

5. Governance & Reporting

- Establish solid governance frameworks for client engagement.




- Monitor and report key metrics such as retention, churn, expansion revenue, and adoption .
- Present insights and performance updates to leadership regularly.

6. Process & SOP Creation

- Design and implement scalable Customer Success processes and SOPs .
- Standardize onboarding, engagement, escalation, and renewal workflows.
- Leverage tools (CRM, CS platforms) to drive efficiency and visibility.

7. Cross-Functional Collaboration

- Collaborate with Sales, Product, Marketing, and Delivery teams to enhance customer experience.
- Provide feedback to Product teams based on customer insights.
- Ensure seamless execution across the customer lifecycle.

Must-Have Skills Technical / Functional Skills

- Strong experience in Customer Success, Account Management, or Client Engagement leadership
- Proven track record of driving retention and revenue growth
- Experience with CRM and Customer Success tools (e.g., Salesforce, Gainsight, HubSpot)
- Data-driven mindset with ability to interpret customer metrics and KPIs

Leadership & Soft Skills

- Exceptional stakeholder management and communication skills
- Strong strategic thinking and problem-solving ability
- Proven experience in team building and leadership
- High ownership and customer-first mindset

Good-to-Have Skills

- Experience in SaaS / Technology / B2B environments
- Exposure to global client management
- Familiarity with customer journey mapping and lifecycle optimization
- Experience in process transformation or scaling CS functions

Experience Requirements

- 12+ years of experience in Customer Success / Account Management / Client Services
- Minimum 4 6 years in a leadership role managing teams and large accounts
- Experience handling enterprise or strategic accounts

KPIs / Success Metrics

- Client Retention Rate
- Revenue Growth from Existing Accounts
- Expansion Revenue (Upsell / Cross-sell)
- Customer Satisfaction (CSAT / NPS)
- Churn Rate
- Account Health Score
- Renewal Rate
- Pipeline from Existing Accounts

📌 Head of Customer Success (Noida)
🏢 Vinove Software
📍 Noida