Customer Success Lead

SRMB Steel Pvt. Ltd.; Kolkata Metropolitan Area; On-site; INR 2,000,000 - 3,500,000; Full time

Job summary

SRMB Steel Pvt. Ltd. in Kolkata seeks a Lead Success Head to own the full lead lifecycle—from capture to conversion—and to drive rapid response across Digital, DAP-GTM and field teams.

You will set discipline on response times, qualification, routing and follow-up, and relentlessly chase leaks to revenue outcomes. The role demands 10–12 years in CRM or sales operations, with a proven ability to build dashboards, govern SLAs, and push for high-quality, actionable lead data.

Qualifications

• 10 to 12 years in CRM, lead management, inside sales or sales operations, ideally in building materials or a B2B2C business.
• Proven ownership of a lead-to-conversion funnel, with real speed-to-lead and leakage-control results.
• Hands-on with CRM platforms and lead-scoring and routing, and able to make the field actually use them.
• Strong on process and SLA discipline, and comfortable holding sales teams to response and follow-up standards.
• Data-fluent: builds the dashboard, reads it, and acts on it. MBA or a CRM or analytics qualification an advantage.

Responsibilities

• Run the lead engine. Own the CRM lead pipeline end to end, with a clear stage flow from captured to qualified to converted or closed.
• Set and enforce SLAs. Define first-response and follow-up SLAs and hold sales and inside teams to them, day in and day out.
• Qualify and distribute. Score and route leads to the right hands, and make sure high-intent leads get worked first.
• Nurture and reactivate. Run nurture journeys for not-yet-ready leads and reactivation for dormant ones, so no lead is written off too soon.
• Kill the leakage. Find where leads die between marketing and sales, and fix it with process, SLA and CRM discipline.
• Report conversion honestly. Give leadership a clean view of lead volume, response time, conversion and revenue, and the return on demand spend.

Job description

CRM wing: owner of the lead lifecycle, from capture to conversion

Position

Lead Success Head

Wing

CRM. Peer to the CRM Head (Non-Lead), who owns existing-relationship CRM

Mandate

Convert generated demand into sales. Own every lead from capture to closure

Function

CRM, Sales and Marketing

General Manager

Reports to

Technical Services Head

Works across

Digital Marketing, DAP-GTM, and the zonal TMT and VAS sales teams

Experience

10 to 12 years in CRM, lead management, inside sales or sales operations

1. Why this role exists

SRMB is about to spend real money generating demand through digital, DAP and the field. That spend is wasted the moment a lead sits unanswered. In this industry, as in every other, the leads that convert are the ones answered fast, followed up without fail, and worked to a decision. Today there is no single owner making sure that happens. Leads leak, and leaked leads are lost revenue.

The Lead Success Head closes that gap. This is the CRM-wing role that owns every lead from the moment it is captured to the moment it converts or is closed out. It sets the response-time discipline, qualifies and routes leads to the right sales hands, chases follow-up, plugs the leaks, and reports conversion as a hard number. Where the CRM Head owns the existing relationship, this role owns the new one.

2. What this role owns

• The full lead lifecycle. Every lead from Digital, DAP and the field, from capture through qualification, routing, nurturing and conversion.
• Speed to lead. The response-time discipline. Industry evidence is blunt: a lead answered in minutes converts far better than one answered in days.
• Qualification and routing. Score leads, route them to the right zone or fabricator team fast, and make sure nothing sits idle.
• Leakage control. Track every lead to an outcome, chase the ones going cold, and reactivate the dormant ones.
• CRM and the feedback loop. Keep the CRM clean and live, and feed lead-quality signal back to Digital and DAP so the top of the funnel gets better.

3. Key responsibilities

• Run the lead engine. Own the CRM lead pipeline end to end, with a clear stage flow from captured to qualified to converted or closed.
• Set and enforce SLAs. Define first-response and follow-up SLAs and hold sales and inside teams to them, day in and day out.
• Qualify and distribute. Score and route leads to the right hands, and make sure high-intent leads get worked first.
• Nurture and reactivate. Run nurture journeys for not-yet-ready leads and reactivation for dormant ones, so no lead is written off too soon.
• Kill the leakage. Find where leads die between marketing and sales, and fix it with process, SLA and CRM discipline.
• Report conversion honestly. Give leadership a clean view of lead volume, response time, conversion and revenue, and the return on demand spend.

4. Measurable indices, the contract

Targets are indicative and to be locked with the CSMO and the Digital and DAP leads.

Index

What it measures

Target

Speed to lead

Time to first response on a new lead

Within minutes, not hours

Lead coverage

Leads actioned versus leads received

Qualification rate

Leads qualified as sales-ready

25 to 35% of raw leads

Lead-to-conversion

Qualified leads that become orders or counters

30%

Time from lead to closure

Leakage

Leads lost with no action or follow-up

Reactivation

Dormant leads revived to active

CRM hygiene

Leads with current, complete status

95%+ up to date

Revenue from leads

Sales and return from managed leads

Rising, attributed to spend

5. Who we are looking for

• 10 to 12 years in CRM, lead management, inside sales or sales operations, ideally in building materials or a B2B2C business.
• Proven ownership of a lead-to-conversion funnel, with real speed-to-lead and leakage-control results.
• Hands-on with CRM platforms and lead-scoring and routing, and able to make the field actually use them.
• Strong on process and SLA discipline, and comfortable holding sales teams to response and follow-up standards.
• Data-fluent: builds the dashboard, reads it, and acts on it. MBA or a CRM or analytics qualification an advantage.

6. What good looks like in year one

Every lead is answered fast and worked to an outcome, and none sit untouched. Qualification and conversion are tracked and rising, the funnel is faster, and leakage is close to zero. The CRM is clean and live, lead quality is improving because the feedback loop to Digital and DAP is working, and leadership can see, in one place, exactly what the demand spend is returning. Lead success has become a discipline, not a hope.