Head of Customer Success

Job Summary

Programmers Force is seeking an experienced Head of Customer Success to lead and scale our post-sales function in a fast-growing SaaS environment. This role is a player-coach position responsible for building the Customer Success operating model, driving retention (GRR/NRR), and expanding enterprise accounts.

You will work cross-functionally with Sales, Product, and Engineering to ensure customers achieve measurable outcomes and long-term success.

Key ResponsibilitiesStrategy, Operations & Process

• Design and execute a segmented Customer Success strategy (enterprise & scaled customers)
• Build playbooks, SOPs, success plans, and lifecycle processes
• Own CS tools and systems (CRM, dashboards, reporting frameworks)
• Establish KPIs for Retention, NRR, TTV, and Customer Health
• Lead forecasting, churn analysis, and executive reporting

Customer Lifecycle Management

• Oversee onboarding and time-to-value (TTV) improvements
• Manage strategic enterprise accounts and executive relationships
• Lead QBRs (Quarterly Business Reviews) and success planning
• Drive renewals, upsell, and cross-sell opportunities
• Proactively identify and mitigate customer risks

Technical Leadership & Product Advocacy

• Deliver strategic product demos and solution walkthroughs
• Collaborate on POCs, integrations, and technical discussions (APIs, SSO, security)
• Act as the Voice of the Customer (VoC)
• Drive NPS programs, customer feedback loops, and reference building

Required Qualifications

• 5+ years of experience in B2B SaaS / Enterprise Customer Success / Post-Sales roles
• 3+ years of team leadership and function-building experience
• Proven success in retention, renewals, and revenue expansion
• Strong experience with enterprise clients and multi-stakeholder environments
• Solid technical understanding (APIs, integrations, SSO, data flows)
• Strong analytical and data-driven decision-making skills
• Excellent communication and stakeholder management abilities

Preferred Qualifications

• Experience in scaling Customer Success functions
• Exposure to revenue ownership (renewals/expansion)
• Background in onboarding, solutions architecture, or professional services
• Experience working in fast-paced SaaS or scale-up environments

Pay: Rs250,000.00 - Rs350,000.00 per month

Work Location: In person