Head Customer Success

Bangalore, Karnataka
Permanent
Full-time

30 days ago

Job Description:This role is for one of the Weekday's clientsMin Experience: 3 yearsLocation: BengaluruJobType: full-timeAs the Head of Customer Success, you will be responsible for designing, implementing, and optimizing strategies that foster strong customer relationships, reduce churn, and increase customer lifetime value. You will serve as a key bridge between our customers and cross-functional teams including sales, product, and operations.Requirements:Key Responsibilities:

Strategy & Leadership:

Define and execute the overall customer success strategy, aligning with company goals.
Build and manage a high-performing customer success team (if applicable).
Design scalable processes and frameworks for onboarding, engagement, and support.
Customer Onboarding & Retention:

Own the customer journey from onboarding to renewal, ensuring a seamless and value-driven experience.
Proactively monitor customer health metrics and address issues to reduce churn.
Conduct periodic business reviews with key customers to assess satisfaction, adoption, and outcomes.
Relationship Management:

Act as the primary escalation point for high-value clients and resolve issues with urgency.
Foster long-term relationships with customers to identify upsell/cross-sell opportunities.
Act as the voice of the customer within the company and relay feedback to product and tech teams.
Performance & Reporting:

Track key performance indicators (KPIs) including Net Promoter Score (NPS), churn rate, customer satisfaction, and retention rate.
Build dashboards and reporting frameworks for internal visibility and decision-making.
Cross-functional Collaboration:

Collaborate closely with Sales for seamless handoffs and expansion opportunities.
Partner with Product and Tech to communicate customer needs and influence roadmap priorities.
Work with Marketing to produce case studies and success stories.

Required Skills & Experience:

3-6 years of experience in customer success, account management, or client-facing roles, preferably in a SaaS, B2B, or tech-driven company.
Demonstrated success in managing customer accounts, reducing churn, and driving renewals or expansions.
Excellent communication, interpersonal, and problem-solving skills.
Data-driven mindset with the ability to analyze metrics and generate actionable insights.
Strong organizational and project management skills.
Experience working with CRM platforms (e.g., HubSpot, Salesforce, Zoho) and customer success tools (e.g., Gainsight, Freshdesk, Intercom) is a plus.
Ability to manage ambiguity and wear multiple hats in a startup-like environment.

Weekday AI

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