Vertical Focus: Retail, E-commerce, & Customer-Facing Businesses
Experience Level: Mid-level / Senior Mid-level (4–7 years)
ai, we are pioneering the next generation of Customer Intelligence. Our platform serves as the 'North Star' for consumer brands, enabling them to unify disparate customer data, automate personalized omnichannel engagement, and deploy advanced AI Agents for sales, support, and marketing.
From deep analytics powered by our Customer Data Platform (CDP) to AI-led customer engagement, Zithara.ai helps retail and e-commerce businesses simplify retention, improve customer lifetime value, and accelerate revenue growth across India and Australia.
We are looking for a high-performing, technically sound Customer Success Team Lead to join our Hyderabad team.
This is a mid-level 'player-coach' role where you will manage a portfolio of strategic retail accounts while leading and mentoring a small team of junior Customer Success Managers (CSMs) and Support Associates.
You will own and drive account health, renewal readiness, and churn prevention across your portfolio and your team's accounts. Retention performance will be one of the most key success metrics for this role.
Support Ticket SLA Adherence
Team Leadership & Operations
Lead, mentor, and coach a small team (2–4 members) of junior CSMs and Support Executives based in Hyderabad.
Account health scores
Ensure retention risks are identified early and addressed proactively.
Allocate onboarding projects and technical support tickets effectively to avoid delivery bottlenecks.
Onboarding & Implementation Support
Support brands in configuring:
Personally lead onboarding for strategic or enterprise retail accounts across India and Australia.




Support Ticket Queue Management
Improve support processes to increase customer satisfaction and retention.
Client Retention & Account Growth (High Priority)
Conduct regular account reviews to identify at-risk customers early.
Drive portfolio Net Revenue Retention (NRR) through:
Maintain strong executive relationships with client stakeholders to improve long-term account stability and growth.

Experience
4–7 years of experience in Customer Success, Technical Account Management, or Client Success within a B2B SaaS company.
~1–2 years of experience mentoring, leading, or managing team members.

Strong customer retention and account management mindset.
Experience working with CRM products/platforms is mandatory.
Hands-on experience managing enterprise customer relationships.
Excellent communication and stakeholder management skills.
CRM platforms
Helpdesk ticketing systems
Exposure to Retail, E-commerce, Loyalty, CDP, or Marketing Automation ecosystems is highly preferred.

Communication & Time Zone Management
~ Strong English communication skills with the ability to manage enterprise accounts across India and Australian business hours.

Based in Hyderabad or willing to relocate.

Compensation & Benefits
Performance Bonus: Additional retention-based incentive tied to:
This role is designed as a strong stepping stone from an individual contributor into a larger Customer Success leadership role.
Help deliver advanced Customer Data Platform (CDP), automation, and conversational AI solutions to fast-growing retail and e-commerce brands.
Work directly with founders and GTM leadership to shape customer success operations, retention strategy, and scalable support processes

📌 ENGLISH speaking Customer Service Co-ordinator (Secunderabad)
🏢 Zithara.AI
📍 Secunderabad