Customer Success Team Lead

Job Description – Customer Success Team Lead (SaaS Program)

The Customer Success Team Lead for the SaaS program will be responsible for leading the customer success team to drive adoption, engagement, and retention of the company’s software platform. This role ensures that customers achieve their business outcomes through effective onboarding, proactive support, and ongoing value realization. The Team Lead will manage a group of Customer Success Managers (CSMs) and Support Specialists, oversee customer health metrics, and serve as the primary point of escalation for critical accounts. They will collaborate closely with Product, Sales, and Engineering teams to deliver a seamless customer experience and foster long-term relationships that support customer growth and loyalty.

Key ResponsibilitiesTeam Leadership & Development

• Manage, coach, and mentor the Customer Success team to ensure high performance and customer satisfaction.
• Allocate resources effectively to support onboarding, adoption, and retention activities.
• Conduct regular one-on-ones, team meetings, and training to upskill the team in SaaS best practices.

Customer Lifecycle Management

• Oversee end-to-end customer lifecycle: onboarding, adoption, retention, expansion, and advocacy.
• Ensure smooth customer onboarding with structured implementation plans and timelines.
• Monitor customer engagement through usage analytics, ensuring clients realize maximum value.

Account Management & Escalations

• Act as the point of escalation for complex or high-value accounts.
• Develop strong executive-level relationships with strategic customers.
• Collaborate with Sales to identify upsell/cross-sell opportunities within existing accounts.

Data & Performance Monitoring

• Track customer health metrics (adoption rate, churn, renewals, NPS, CSAT, product usage).
• Prepare reports for leadership on customer success performance and risks.
• Use data insights to predict churn and implement proactive retention strategies.

Cross-functional Collaboration

• Work with Product teams to relay customer feedback and influence roadmap priorities.
• Partner with Marketing to create case studies and customer advocacy programs.
• Align with Sales on customer renewals, expansions, and upsell opportunities.

Process Improvement & Strategy

• Develop scalable processes and playbooks for SaaS onboarding, customer success, and renewals.
• Implement customer success tools (e.g., Gainsight, HubSpot, Salesforce, Zendesk) to track KPIs.
• Drive continuous improvement initiatives to enhance the customer journey and overall SaaS adoption

Job Type: Full-time

Pay: Rs60,000.00 - Rs80,000.00 per month

Work Location: In person