Customer Success Lead

GreyLabs AI; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

A leading technology firm in Bengaluru is looking for a Customer Success Strategist to engage with senior stakeholders and drive the adoption of their innovative generative AI solutions. This role focuses on building strategic partnerships, leading client onboarding, and developing proactive success strategies to help clients achieve their business goals. Ideal candidates should possess strong communication skills and a strategic mindset, with a beneficial background in AI/ML or BFSI clients. The company fosters a commitment to diversity and inclusivity.

Qualifications

• Excellent communication and relationship-building with senior stakeholders.
• Strategic thinker with strong analytical and problem-solving abilities.
• Self-starter who thrives in fast-paced, ambiguous environments.

Responsibilities

• Build strong, consultative relationships with senior stakeholders.
• Lead seamless client onboarding journeys for quick time-to-value.
• Identify upsell and cross-sell opportunities.
• Design proactive customer success strategies for client KPIs.
• Monitor account health and preempt churn risks.
• Collaborate with clients on refining speech analytics use cases.
• Channel client feedback to shape product roadmap.
• Lead quarterly success reviews with clients.
• Partner with cross-functional teams for unified goals.
• Help build scalable customer success frameworks.

Skills

Excellent communication and relationship-building skills

Strategic thinker

Strong analytical and problem-solving abilities

Self-starter in fast-paced environments

Prompt engineering

BFSI client experience

Job description

About the Role

As a Customer Success Strategist, you’ll go beyond day-to-day account management to shape strategy, drive adoption, and play a key role in helping India’s top financial institutions unlock business value from cutting-edge generative AI solutions. This role offers a unique blend of strategic thinking, stakeholder engagement, and hands‑on execution — ideal for someone who wants to grow into a senior client‑facing or product leadership role in the fast‑evolving AI space.

Responsibilities

• Strategic Partnering: Build strong, consultative relationships with senior stakeholders at client organizations. Act as a trusted advisor who understands their goals and helps them realize measurable ROI.
• Client Onboarding & Enablement: Lead seamless onboarding journeys, ensuring quick time-to-value and adoption of mission‑critical features within our speech analytics platform.
• Growth Driver: Identify and pursue upsell and cross‑sell opportunities by understanding client needs and uncovering new use cases aligned with their evolving strategy.
• Success Planning: Design and execute proactive customer success strategies that help clients meet their business KPIs and turn our platform into a growth lever.
• Insight‑Backed Retention: Monitor account health, preempt churn risks, and act fast with insights‑driven playbooks that keep clients engaged and satisfied.
• Use Case Development: Collaborate with clients to refine speech analytics use cases that solve real business problems — from collections optimization to compliance automation.
• Product Influence: Channel client feedback and field insights to the product team, shaping roadmap decisions and enhancing feature relevance.
• Executive Business Reviews: Lead quarterly success reviews and check‑ins, showcasing impact, aligning on goals, and unlocking new collaboration opportunities.
• Cross‑Functional Collaboration: Partner with sales, product, and operations teams to ensure seamless handovers, unified goals, and strong account momentum.
• Best Practice Champion: Help build scalable success frameworks, playbooks, and knowledge‑sharing processes to level up the customer experience across the board.

Qualifications

Education details not specified.

Required Skills

• Excellent communication and relationship‑building skills, especially with senior stakeholders.
• Strategic thinker with strong analytical and problem‑solving abilities.
• Self‑starter who thrives in fast‑paced, ambiguous environments.

Preferred Skills

• Bonus: Experience in AI/ML, Prompt Engineering, or working with BFSI clients.

Pay range and compensation package

Experience: Flexible

Equal Opportunity Statement

We are committed to diversity and inclusivity.