General Manager - Customer Success - LHH India

LHH (Global); Mumbai; On-site; INR 4,200,000 - 5,600,000; Full time

Job summary

LHH India seeks a Head of Customer Success to bridge clients and delivery teams, ensuring value and measurable impact across engagements.

You will lead complex accounts, drive retention and growth, and collaborate with Sales, Solutions, and Delivery to optimize delivery and client outcomes.

Qualifications

• Demonstrated experience in customer success with enterprise accounts.
• Ability to lead cross-functional initiatives and manage multiple programs.
• Strong stakeholder management and executive communication.

Responsibilities

• Lead and manage multiple complex client accounts with trusted relationships.
• Partner with Sales to identify growth and upsell opportunities.
• Act as primary client contact post-close and govern projects with timelines and risks.
• Oversee implementation of services across Career transition and Leadership Development.
• Provide quarterly and monthly business reviews with data-driven insights.
• Identify risks and escalate or mitigate to ensure on-time delivery.

Skills

Customer Success

Stakeholder management

Project management

Data analysis

Presentation skills

Communication

Time management

Relationship building

Education

Bachelor's degree in a relevant field

Tools

Orbit

Job description

Head - Customer Success – LHH India

LHH is on its journey to build its brand presence in India by integrating the global brand principles, business enabling processes and proven delivery practices along with a local go-to-market strategy (as a part of the TAG ecosystem) to be the one-stop Talent and Career Solutions company for our customers and candidates, in India.

The Head - Customer Success serves as the strategic link between clients and delivery teams, ensuring each engagement delivers value, measurable impact, and a superior client experience.

Reporting Relationships:

• Reports to Country Manager – LHH India

Direct Reports:

• None

Location:

• Mumbai or Bengaluru or Delhi

In this role you can expect to

Key Accountabilities

Account Management, Retention & Expansion

• Lead & manage multiple complex client accounts while building strong, trusted relationships.
• Partner closely with Sales to develop growth strategies and identify upsell and cross-sell opportunities.

Project Management & Delivery Governance

• Act as the primary point of contact for clients following deal closure.
• Manage project governance, including project plans, risk management, timelines, and structured reporting.

Account Implementation

• Oversee implementation of services across Career transition, Leadership Development, and related solutions.
• Ensure all contractual KPIs, deliverables, and reporting commitments are met consistently.

Client Reporting & Insights

• Conduct Quarterly and Monthly Business Reviews (QBRs/MBRs).
• Present data-driven insights, performance outcomes, and recommendations to clients and stakeholders.

Quality, Compliance & Risk Management

• Ensure high-quality, on-time delivery of all programs and services.
• Proactively identify risks, manage escalations, and implement mitigation plans.

Tactical Account Operations

• Oversee operational execution including logistics, system updates (e.g., Orbit), invoicing alignment, and internal coordination.

Collaboration & Resource Optimization

• Partner with cross-functional teams including Solutions, Delivery, and Sales to ensure seamless delivery and operational excellence.
• Optimize internal resources to support client success and business growth.

Key Performance Indicators (KPIs)

• Client retention & renewal rates.
• Upsell/cross-sell revenue growth.
• Net Promoter Score (NPS) improvement and client satisfaction.
• QBR/MBR delivery coverage and consistency.

All About You

• 10+ years of experience in Customer Success, Client Services, or HR/Talent Consulting, with a proven track record of managing complex enterprise accounts and driving customer retention and growth.
• Demonstrated experience leading customer engagements across the full lifecycle—from onboarding and implementation through renewals and expansion.
• Strong background in project management, with the ability to manage multiple client initiatives, timelines, risks, and competing priorities.
• Proven capability in stakeholder management, working effectively with senior-level decision makers, cross‑functional partners, and external vendors.
• Experience operating in a fast-paced environment with strong ownership, accountability, and a results-driven approach.

Skills & Competencie s

• Exceptional communication skills—able to convey complex information clearly, facilitate client conversations, and deliver compelling presentations.
• Strong analytical and problem‑solving capabilities, with the ability to interpret data, identify trends, and generate actionable insights that drive client value.
• Highly polished presentation skills, comfortable leading business reviews (QBRs/MBRs) and influencing client stakeholders.
• Strong organizational and time‑management skills, with the ability to prioritize effectively in a dynamic environment.
• Relationship‑oriented mindset with a focus on building trust, ensuring customer satisfaction, and driving long‑term partnership success.
• A proactive, solutions-focused approach with a commitment to continuous improvement and service excellence.

Why Join LHH India

• Partner closely with senior leadership and play a key role in shaping and executing strategic customer programs that directly influence business outcomes.
• Potential growth pathway with opportunities to expand scope, lead complex enterprise accounts, and take on broader regional or global responsibilities.
• Be part of a purpose‑driven, global organization that invests in people development, innovation, and career mobility.
• Work in a collaborative, high‑performing environment where your ideas, insights, and client impact are truly valued.

What we offer

• Growth opportunities within a human resources global leader
• We prioritize learning to stay agile in an increasingly competitive business environment
• We foster an open-minded environment where people spark new ideas and explore alternatives

About LHH

LHH empowers professionals and organizations to achieve bold ambitions and secure lasting impact through unique advisory services and talent sources.

Our full suite of offerings connects solutions that are traditionally siloed, making LHH your single talent partner. In a rapidly evolving landscape with complex challenges, we create value across the entire professional talent journey. From hiring great people, developing skills, and nurturing leaders, to advancing individuals to the next stage of their careers, LHH make talent your competitive edge.

We believe the future of work lies at the intersection of exceptional human care and innovation. Powered by science, technology, and proprietary data analytics, LHH’s approach is crafted to align with your business strategy and culture, delivering powerful, sustainable, and measurable impact.

LHH has a team of over 12,000 professionals, across 60+ countries and more than 50 years of experience. As part of the Adecco Group, we bring together global excellence, local knowledge, and centralized coordination for thousands of companies and millions of people worldwide.

Recruitment. Development. Career Transition.

LHH. A beautiful working world.

www.lhh.com

LHH is an Equal Opportunity Employer/Veterans/Disabled.