Customer Success Lead

Haven Infoline; Mumbai; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Haven Infoline in Mumbai seeks a Customer Success Leader to own onboarding, support, and retention for our growing client base. You will collaborate with Product, QA, and Operations to resolve issues and uncover opportunities that improve adoption and satisfaction.

The role focuses on reducing escalations, driving renewals and revenue growth, and building scalable processes with dashboards to monitor health, usage, and risk across accounts.

Responsibilities

• Lead onboarding and implementation coordination for new clients.
• Ensure clients are enabled effectively for product adoption and ongoing usage.
• Build structured onboarding and handholding mechanisms for better customer experience.
• Oversee handling of client queries, service requests, and product-related issues.
• Manage critical escalations and ensure timely closure through internal coordination.
• Act as the main escalation point for key customer concerns and support risks.
• Drive account retention by ensuring strong client engagement, issue resolution, and service quality.
• Monitor account health, renewal risk, client satisfaction, and usage behaviour to reduce churn.
• Identify upsell / cross-sell opportunities within existing accounts and coordinate with leadership / relevant teams for conversion.
• Support revenue growth through expansion of existing client relationships and stronger product adoption.
• Work closely with Product, QA, and internal teams to resolve product issues affecting clients.
• Ensure recurring customer issues are captured and fed back into product and quality improvements.
• Drive alignment between support operations and product delivery priorities.
• Create and manage support dashboards, onboarding trackers, escalation logs, retention risk trackers, and upsell opportunity reports.
• Monitor service quality, turnaround times, escalation trends, retention indicators, and customer feedback.
• Improve support processes, response systems, and client communication standards over time.

Job description

Role & responsibilities

• You own the client onboarding, support, and retention experience.
• You directly influence customer satisfaction, retention, and revenue growth.
• You work closely with Product, QA, and Operations teams on customer issues and opportunities.
• You help reduce escalations while improving account growth and continuity.
• You build a scalable customer success and operations function in a growing business.

KEY RESPONSIBILITIES

A. Customer Onboarding & Success Management

• Lead onboarding and implementation coordination for new clients.
• Ensure clients are enabled effectively for product adoption and ongoing usage.
• Build structured onboarding and handholding mechanisms for better customer experience.

B. Client Support & Escalation Management

• Oversee handling of client queries, service requests, and product-related issues.
• Manage critical escalations and ensure timely closure through internal coordination.
• Act as the main escalation point for key customer concerns and support risks.

C. Account Retention & Revenue Growth

• Drive account retention by ensuring strong client engagement, issue resolution, and service quality.
• Monitor account health, renewal risk, client satisfaction, and usage behaviour to reduce churn.
• Identify upsell / cross-sell opportunities within existing accounts and coordinate with leadership / relevant teams for conversion.
• Support revenue growth through expansion of existing client relationships and stronger product adoption.

D. Cross-Functional Coordination

• Work closely with Product, QA, and internal teams to resolve product issues affecting clients.
• Ensure recurring customer issues are captured and fed back into product and quality improvements.
• Drive alignment between support operations and product delivery priorities.

E. Process, Reporting & Continuous Improvement

• Create and manage support dashboards, onboarding trackers, escalation logs, retention risk trackers, and upsell opportunity reports.
• Monitor service quality, turnaround times, escalation trends, retention indicators, and customer feedback.
• Improve support processes, response systems, and client communication standards over time.