Head - Customer Success (Product / SaaS / ISP)

Location : Bangalore Experience : 25+ Years CTC : As per market standards

About the Role

We are looking for a seasoned and strategic Head of Customer Success to lead and scale the global Customer Success function. This is a senior leadership role requiring a solid blend of technical expertise, enterprise customer management and P&L; ownership .

This is not a support function role — it is a revenue-driving Customer Success leadership role with full ownership of customer lifecycle and business outcomes.

- Must have worked only in product-based companies throughout career :

- Strong experience in Product companies, SaaS, and ISP (Internet Service Provider) domains is mandatory :

- Background in roles such as:

- Account Manager (Product / Enterprise Clients)

- Client Success / Customer Success Leader

- Enterprise Customer Ownership roles

- Proven experience managing 5-6 large enterprise/product clients simultaneously :

- Strong exposure to end-to-end Product Customer Success ownership :

- Demonstrated ability to drive consistent revenue growth from existing customers (renewals, upsell, cross-sell) :

- Experience working directly with CXOs and senior enterprise stakeholders

What You’ll Do - Customer Success Leadership

- Lead and scale global Customer Success teams across regions
- Define and execute CS strategies aligned with business goals
- Build a strong, high-performance customer-centric culture

P&L; Ownership & Revenue Growth

- Own Customer Success & Services P&L;
- Drive revenue growth through renewals, upsells, and expansion
- Identify monetization opportunities within existing customer base

Customer Engagement & Retention





- Build and manage CXO-level relationships with enterprise customers
- Ensure high retention, satisfaction, and long-term value realization
- Act as escalation point for critical customer issues

Technical & Solution Expertise

- Collaborate closely with Product and Engineering teams
- Drive product adoption and customer success outcomes
- Translate customer needs into product/service improvements

Operational Excellence

- Define KPIs, dashboards, and governance frameworks
- Drive forecasting, health tracking, and performance management
- Work closely with Sales, Product, and Delivery teams

What We’re Looking For

- 25+ years in Customer Success, Delivery, or Sales leadership roles

- Strong background in SaaS, Telecom, Networking, ISP, or technology-driven product companies :

- Proven P&L; ownership and revenue responsibility

- Experience managing large enterprise/global customers

Skills

- Strong technical acumen for solution-level discussions
- Excellent stakeholder and CXO relationship management
- Strategic mindset with strong execution capability
- Strong leadership and team-building skills
- Customer-first, revenue-driven mindset

Success Metrics

- High customer retention and CSAT/NPS
- Consistent revenue growth from existing customers
- Strong product adoption and expansion within accounts
- Scalable and high-performing Customer Success organization

Why Join Us

- High-visibility leadership role with global impact
- Opportunity to define and scale a global Customer Success function
- Work with cutting-edge technology and enterprise customers
- Fast-growing, innovation-driven organization

Pay: ₹4,000,000.00 - ₹7,000,000.00 per year

Work Location: In person

📌 Head - Customer Success (Product / Saas / Isp) (Bengaluru)
🏢 Joan Technologies
📍 Bengaluru