Customer Success Lead

The Role-

As a Customer Success Lead, you will own the post-sales customer journey for our AI chatbot SaaS platform. You will be responsible for client onboarding, technical support excellence, process improvement, and team leadership. This role acts as the bridge between customers, support teams, and product engineering to ensure fast issue resolution, high satisfaction, and long-term customer success.

You will also play a key role in defining support standards, improving documentation, and driving measurable outcomes across customer success metrics.

What you need for this role-

• Education - Bachelor’s degree in Computer Science, IT, Engineering, or a related field
• Experience - 5 to 7 years of experience in Customer Success or Technical Support roles within a SaaS product-based company
• Skills Required -
• Strong hands-on experience with APIs and Webhooks
• Experience using HubSpot for CRM and ticket management
• Ability to troubleshoot technical issues and integrations end-to-end
• Experience managing and mentoring an existing support or CS team
• Strong process building and documentation skills
• Excellent written and verbal communication skills
• Prior exposure to WhatsApp API or chatbot platforms is a plus

What you will be doing-

• Own and manage client onboarding, including technical setup and integration guidance.
• Act as the escalation point for complex technical and product issues.
• Ensure smooth day-to-day support operations across tickets and live channels.
• Collaborate closely with Product and Engineering teams to resolve bugs and feature gaps.
• Create and maintain support processes, SOPs, and help assets such as FAQs and knowledge base articles.
• Track and improve key customer success metrics, including First Response Time, TAT, Resolution SLA, and CSAT.
• Review support quality and guide the team on best practices and improvements.
• Share customer feedback and insights to drive product and experience improvements.
• Support organizational initiatives such as training, internal documentation, and process audits.
• Lead, mentor, and train junior customer success team members, ensuring consistent service quality.
• Handle escalations and resolve complex customer issues effectively.

Top reasons to work with us-

• Be the voice of customers for a fast-growing AI SaaS product.
• Work with global clients and cutting-edge technology.
• Growth-oriented culture with opportunities to upskill.
• Collaborative team environment with knowledge-sharing at its core.
• Flexible work hours and a strong work-life balance.

Job Type: Full-time

Benefits:

• Flexible schedule
• Leave encashment
• Provident Fund

Work Location: In person