Customer Success Head

AimBig Employment Pty Ltd; Mumbai; On-site; INR 1,400,000 - 2,000,000; Full time

Job summary

AimBig Employment Pty Ltd's client in Mumbai seeks a senior leader to define and execute the overall Customer Success strategy for a cutting-edge AI SaaS platform. You will own onboarding, adoption, retention and long-term value creation for enterprise-scale customers.

You will build trusted executive relationships, guide a scalable CS organisation, collaborate with Sales, Product and Technology, and implement health metrics, dashboards and governance to drive growth and reduce churn.

Qualifications

• 12–18 years in Customer Success or related leadership roles.
• Proven success with large enterprise accounts and complex stakeholders.
• Experience in B2B SaaS, AI, or technology-driven organisations.

Responsibilities

• Define and execute the overall Customer Success strategy for onboarding, adoption, retention and value creation.
• Build and maintain relationships with enterprise executives and CXO-level buyers.
• Act as strategic advisor aligning solutions to business objectives and outcomes.
• Own retention initiatives, identify at-risk accounts and implement recovery plans.
• Drive satisfaction, reduce churn and enable account expansion with cross-functional teams.
• Develop advocacy programs including case studies, testimonials and references.
• Create scalable CS framework using AI, automation and analytics.
• Collaborate with Sales, Product and Technology to translate feedback into opportunities.
• Establish health metrics, dashboards and governance for success measurement.
• Lead and mentor a high-performing CS organisation with growth plans.
• Oversee customer support and technical support functions.

Skills

Executive leadership

Enterprise customer success

SaaS AI domain knowledge

Stakeholder management

Job description

• Lead customer success for a cutting-edge AI SaaS platform


• Shape growth, retention and expansion at enterprise scale

About Our Client

Our client is an innovative technology company revolutionising the real estate sector through artificial intelligence and automation. Backed by a highly reputed global investment group, the organisation combines cutting-edge technology with deep industry expertise to help enterprises improve operational efficiency, customer engagement and business outcomes. The company fosters a culture of innovation, ownership, collaboration and continuous learning, offering professionals the opportunity to make a meaningful impact in a high-growth environment.

Job Description

• Define and execute the overall Customer Success strategy, ensuring seamless onboarding, adoption, retention and long-term value creation.


• Build and maintain trusted relationships with key enterprise stakeholders and CXO-level decision-makers.


• Act as a strategic advisor to customers, understanding business objectives and aligning solutions to deliver measurable outcomes.


• Own customer retention initiatives by proactively identifying at-risk accounts and implementing recovery plans.


• Drive customer satisfaction and reduce churn through structured engagement and value-realisation programmes.


• Identify upsell, cross-sell and account expansion opportunities in partnership with commercial and product teams.


• Develop customer advocacy programmes, including case studies, testimonials, references and success stories.


• Create a scalable Customer Success framework leveraging AI, automation and analytics to improve efficiency and customer outcomes.


• Collaborate closely with Sales, Product and Technology teams to translate customer feedback into commercial and product opportunities.


• Establish customer health metrics, performance dashboards and governance frameworks to measure success.


• Build, mentor and lead a high-performing Customer Success organisation with clear accountability and growth plans.


• Oversee the broader customer support ecosystem, including customer support and technical support functions.

The Successful Applicant

• 12 to 18 years of experience in Customer Success, Strategic Account Management, Enterprise Sales or related leadership roles.


• Proven experience within B2B SaaS, AI, enterprise software or technology-driven organisations.


• Demonstrated success managing large enterprise accounts and complex stakeholder environments.


• Strong track record of improving customer retention, reducing churn and increasing account value.


• Experience identifying and executing upsell, cross-sell and customer expansion strategies.


• Proven ability to build and scale Customer Success teams, processes and operational frameworks.


• Strong understanding of SaaS customer lifecycle management, adoption frameworks and customer health metrics.


• Experience leveraging AI, automation and analytics to drive scalable customer engagement models.


• Ability to build strong executive relationships and influence senior decision-makers.


• Commercially astute with experience partnering closely with sales and revenue leadership teams.


• Excellent communication, presentation, negotiation and stakeholder-management skills.


• Prior experience within PropTech, Real Estate Technology, BFSI or enterprise technology sectors will be advantageous.

What's on Offer

• Opportunity to build and shape a strategic business function.


• High-impact leadership role with direct influence on growth and customer outcomes.


• Exposure to cutting-edge AI and automation technologies.


• Collaborative, entrepreneurial and innovation-driven work environment.


• Strong career progression opportunities within a rapidly scaling organisation.


• Competitive compensation and performance-based rewards.


• Inclusive and diverse workplace culture.


• Opportunity to work alongside experienced business and technology leaders.


• Employee-focused benefits and wellbeing initiatives.