Head Customer Success

Talent 500 Inc.; Mumbai; On-site; INR 4,200,000 - 6,600,000; Full time

Job summary

Talent500 Inc. in Mumbai is seeking a senior leader to own and drive the Customer Success Operations strategy across onboarding, adoption, support and ongoing engagement.

You will lead SaaS onboarding, upgrades and adoption for global enterprise customers, engaging senior stakeholders and shaping service delivery. The role requires extensive leadership, cross-functional collaboration and a data-driven mindset to drive continuous improvement.

Qualifications

• 15-18+ years of experience in Customer Success, Operations, Support, SaaS Operations or Client Management.
• Proven experience leading Customer Success, Support and/or Business Analyst teams.
• Strong understanding of SaaS onboarding, customer adoption, support operations and service delivery.
• Excellent verbal, written and presentation skills with the ability to engage senior stakeholders.
• Strong leadership, people management and stakeholder management capabilities.

Responsibilities

• Own and drive the Customer Success Operations strategy across onboarding, adoption, support and ongoing customer engagement.
• Lead SaaS customer onboarding, upgrades and adoption, ensuring smooth implementation and time-to-value.
• Manage global customer relationships and maintain strong engagement with senior stakeholders.
• Lead Customer Support and Business Analyst teams, setting clear goals, KPIs and performance expectations.
• Own support operations, ticket/case management, workflows and service processes.
• Drive CSAT, customer experience, SLA adherence, resolution time and customer health.
• Identify customer risks proactively and drive timely resolution of escalations.
• Build and continuously improve SOPs, knowledge repositories, templates and process documentation.
• Use data and operational metrics to track team performance, customer trends and service effectiveness.
• Lead cross-functional initiatives with Product, Engineering, Quality, Solutions and Support teams to improve products and service delivery.
• Act as the Voice of the Customer, providing actionable feedback to Product and Leadership.
• Menton, coach and develop team members, building strong technical, customer management and interpersonal capabilities. Drive continuous improvement and automation across Customer Success processes and systems.

Skills

Customer Success

Customer Operations

SaaS Operations

Enterprise Customer Management

Team Leadership

KPIs / SLAs

Voice of the Customer

Cross-functional collaboration

Mentoring

Job description

About RoleHead Customer SuccessMumbai, IN -18 - 23 years -Full-TimeTalent500LocationMumbaiExperience Range18 - 23 yearsMust-have SkillsCustomer Success or Customer OperationsSAAS or SAAS OperationsEnterprise or Enterprise Customer ManagementJob Description**Key Responsibilities:*** Own and drive the Customer Success Operations strategy across onboarding, adoption, support and ongoing customer engagement.* Lead SaaS customer onboarding, upgrades and adoption, ensuring smooth implementation and time-to-value.* Manage global customer relationships and maintain strong engagement with senior stakeholders.* Lead Customer Support and Business Analyst teams, setting clear goals, KPIs and performance expectations.* Own support operations, ticket/case management, workflows and service processes.* Drive CSAT, customer experience, SLA adherence, resolution time and customer health.* Identify customer risks proactively and drive timely resolution of escalations.* Build and continuously improve SOPs, knowledge repositories, templates and process documentation.* Use data and operational metrics to track team performance, customer trends and service effectiveness.* Lead cross-functional initiatives with Product, Engineering, Quality, Solutions and Support teams to improve products and service delivery.* Act as the Voice of the Customer, providing actionable feedback to Product and Leadership.* Mentor, coach and develop team members, building strong technical, customer management and interpersonal capabilities. Drive continuous improvement and automation across Customer Success processes and systems.**Essential Skills & Experience:*** 15-18+ years of experience in Customer Success, Customer Operations, Support, SaaS Operations or Client Management. Strong experience managing global/enterprise customers in a SaaS/software environment.* Proven experience leading Customer Success, Support and/or Business Analyst teams.* Strong understanding of SaaS onboarding, customer adoption, support operations and service delivery.* Excellent verbal, written and presentation skills with the ability to engage senior stakeholders.* Strong leadership, people management and stakeholder management capabilities.* Strong execution discipline with experience managing KPIs, SLAs, processes and operational metrics.* Strong understanding of enterprise applications, data integrations and technology-driven solutions.* Ability to drive cross-functional initiatives and influence Product/Engineering teams.**Leadership & Behavioral Traits:*** Strong hands-on mindset with the ability to go deep into code and models.* Strategic thinker with execution focus.* Excellent communication skills and ability to influence senior stakeholders.* Comfortable operating in ambiguity and building from zero to scale.