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 rapid-growing SaaS workplace is preferred.
Familiarity with AI-powered platforms or learning technology is an advantage.

📌 Customer Success Lead Mumbai
🏢 mple.ai
📍 Mumbai