ETP | Leadership Hiring | Enterprise Head - Customer Success

ETP International; Mumbai; Sur place; INR 5 000 000 - 9 000 000; Plein temps

Résumé du poste

ETP International is seeking a strategic Country Manager - India to lead the Customer Success function across India from Mumbai. The role requires strong enterprise software sales experience, executive presence, and travel to client sites as needed.

You will partner with cross-functional leaders to drive growth and ensure long-term value for customers. Responsibilities include governance, renewal and expansion leadership, and building a high-performance CS team while aligning regional strategy

Qualifications

• 20+ years of leadership experience in enterprise software, consulting, or customer success.
• Proven track record managing large enterprise portfolios with CXO credibility.
• Experience driving revenue growth through renewals, expansions, and strategic accounts.

Responsabilités

• Act as the single point of contact and executive sponsor for Customer Success across India.
• Lead end-to-end client management, governance, and strategic account planning.
• Build trusted advisory relationships with CXOs and senior leadership.
• Collaborate with Sales, Product, Delivery, Finance, and Global Teams to align regional strategy.
• Own revenue performance in India including renewals, upsell, cross-sell, and retention.
• Drive structured expansion using account plans and multi-year value strategies.

Connaissances

Executive presence

Enterprise sales

Account management

Leadership

Description du poste

We are seeking an accomplished and strategic Customer Success leader to head the India region who thrives in enterprise software sales.

Role: Country Manager - India

Department: Customer Success Management

Location: Sakivihar, Mumbai

Work Mode: Work from office

Working Days: Monday to Friday

Experience: 20+ years

Note: This role requires domestic and/or international travel for 2-3 weeks per month (or as needed based on business requirements)

Key Responsibilities:

• Act as the Single Point of Contact and Executive Sponsor for Customer Success across India, ensuring strategic ownership and executive visibility across the customer lifecycle.
• Lead end-to-end client management including executive relationship building, governance cadence, QBRs, escalation management, risk mitigation, and long-term account planning. Unified Commerce Solutions
• Build trusted advisor relationships with CXO and senior leadership stakeholders within customer organizations, positioning ETP as a strategic transformation partner rather than a transactional vendor.
• Work closely with internal CXO leadership (Sales, Product, Delivery, Finance, and Global Teams) to align regional customer strategy with corporate growth, profitability, and product roadmaps.
• Own customer revenue performance across India, including renewals, upsell, cross-sell, retention protection, and identification of new net revenue opportunities.
• Drive structured account planning and expansion strategies to increase wallet share, penetration across business units, and multi-year contract value.
• Establish strong customer governance frameworks including success plans, executive dashboards, adoption reviews, and value realization tracking.
• Collaborate with Solution Architects and delivery teams to design and present tailored enterprise solutions aligned to customer business objectives.
• Build and execute structured programs focused on customer adoption, usage optimization, ROI demonstration, and digital transformation initiatives.
• Strengthen and scale the existing Customer Success team in India by implementing clear role charters, success metrics, playbooks, and accountability frameworks.
• Mentor and develop Customer Success leaders and managers in consultative engagement, executive communication, negotiation, and enterprise account management.
• Foster a high-performance, customer-first culture grounded in ownership, measurable outcomes, and proactive risk management.
• Partner cross-functionally to ensure seamless execution from pre-sales alignment to post-sales delivery and ongoing lifecycle management.
• Provide structured market insights and customer feedback to influence product evolution and GTM strategy.
• Act as the regional voice of the customer within the global leadership framework, ensuring alignment between local market realities and global strategic priorities.

Experience and Skills:

• Demonstrated ability to align customer and organizational vision into a shared long-term strategic roadmap that drives sustained value creation.
• Proven experience managing large, complex enterprise portfolios with strong executive presence and credibility at the CXO level. Unified Commerce Solutions
• Consistent track record of delivering revenue growth through renewals, expansion, and strategic account development.
• 20+ years of leadership experience in Enterprise Sales, Consulting, or Customer Success within enterprise software or technology-led environments.
• Strong people leader who builds collaborative, high-performance teams and fosterscross functional alignment.
• High emotional intelligence to manage executive relationships, negotiations, and escalations effectively.
• Detail-oriented and governance-focused, combining commercial discipline with execution excellence