Customer Success LeadExperience: 6–12 Years

Location : Mulund , Mumbai

About mple.aimple.ai is an AI-powered SaaS platform that connects employee capability, training effectiveness, and business performance through actionable business intelligence, helping organisations make informed decisions and drive measurable business outcomes.

What You'll Do

- Customer Success & Retention: Own the success, retention, and growth of enterprise customer accounts. Build strong stakeholder relationships, proactively identify risks, manage escalations, and drive customer satisfaction and long-term partnerships.
- Customer Onboarding & Adoption: Lead customer onboarding, implementation coordination, and platform adoption. Monitor active users, usage patterns, and completion metrics to maximise product engagement and customer value.
- Account Growth: Drive renewals, upselling, and cross-selling opportunities. Partner with Sales to identify expansion opportunities and achieve account growth targets.

- Team Leadership: Lead, mentor, and develop the Customer Success team. Establish goals, review performance, improve workflows, and ensure accountability for customer outcomes.
- Account Health & Reporting: Develop account health frameworks, dashboards, and reporting mechanisms. Conduct regular business reviews,



identify at-risk accounts, and implement corrective action plans.
- Cross-functional Collaboration: Work closely with Sales, Product, Engineering, and Operations to resolve customer issues, communicate feedback, and improve the overall customer experience.
- Process Development: Build scalable Customer Success processes, playbooks, and operational frameworks to improve efficiency, consistency, and customer outcomes.

What We're Looking For

- 6–12 years of experience in Customer Success, Enterprise Account Management, SaaS Operations, or related roles.
- Proven experience managing enterprise accounts, leading teams, and driving customer retention and expansion.
- Solid understanding of customer onboarding, product adoption, renewals, and account growth.
- Experience building Customer Success strategies, processes, dashboards, and performance metrics.
- Excellent communication, stakeholder management, analytical, and problem-solving skills.
- Proficiency in CRM platforms, Excel, Google Sheets, and reporting tools.
- Experience in a startup or fast-growing SaaS environment is preferred.
- Familiarity with AI-powered platforms or learning technology is an advantage.

📌 Customer Success Lead (Mumbai)
🏢 mple.ai
📍 Mumbai