Head of Customer Success

About the Position Role: Customer Success Designation: N/A Experience: 10–15 Years Location: Gurgaon (Work from Office – 5 Days) Education: Any full-time bachelor’s degree (MBA preferred but not mandatory) Industry Type: Technology / SaaS Product / AI-driven platforms Functional Area: Customer Success / Account Management / Program Management Roles & Responsibilities 1. Customer Ownership & Business Accountability • Own a portfolio of enterprise and mid-market clients post onboarding • Act as the single point of contact for all customer-facing interactions • Take end-to-end accountability for customer success, satisfaction, and retention 2. Adoption & Value Realization • Drive platform adoption across customer teams (sales reps, managers, leadership) • Track usage metrics, engagement, and business impact • Ensure customers achieve tangible business outcomes (sales uplift, execution improvement, visibility) 3. Execution & Program Leadership • Lead implementation, rollout, and ongoing execution of customer programs • Coordinate across Product, Tech, Data, and Ops teams • Drive timelines, remove blockers, and ensure delivery commitments are met4. Business Reviews & Strategic Alignment • Conduct weekly/monthly reviews and QBRs with clients • Present structured insights on: o Platform performance o Business impact o Improvement opportunities • Act as a thought partner to clients, not just a relationship manager 5. Retention, Expansion & Risk Management • Own customer retention and renewal outcomes • Identify risks early and take proactive action • Support upsell and expansion opportunities in collaboration with the sales team team 6. Escalation Ownership & Problem Solving • Handle customer escalations end-to-end with urgency and ownership • Break down complex issues and drive resolution across teams • Maintain trust and transparency during critical situations 7. Customer Feedback & Internal Influence • Act as the voice of the customer internally • Translate feedback into clear, actionable inputs for Product and Tech teams • Contribute to the continuous improvement of the product and delivery Desired Candidate Profile Experience • 10-15 years of experience in: o Customer Success / Account Management / Program Management • Preferably from: o B2B SaaS / Technology / FMCG-tech / SFA / Analytics platforms • Experience managing multiple enterprise or mid-market clients Core Skills • Strong stakeholder management and client communication skills • Ability to drive execution across cross-functional teams • Strong problem-solving and structured thinking • Comfortable working with data, dashboards, and business metrics • Ability to operate effectively in fast-paced environments Mindset & Behavioural Fit (Critical for Success) • Extreme Ownership: Takes accountability for outcomes, not just tasks • Bias for Action: Moves fast and drives execution without over-dependence • Operator…