Head Customer Success- Digitalisation & Sustainability

Siemens; Thane; On-site; INR 4,000,000 - 6,000,000; Full time

Job summary

Siemens is seeking a Head of Customer Success (Digital & Software) to drive adoption, expansion and retention across the Siemens Digital & Software portfolio. You will lead onboarding, engagement, and value realization for large enterprise customers and orchestrate cross-functional teams to maximize customer success outcomes.

This strategic role demands deep software expertise, strong commercial sense, and the ability to influence C-suite stakeholders.

Qualifications

• 10+ years in SaaS customer success, account management, or solutions engineering
• 10+ years in enterprise software customer success and leadership
• Experience driving adoption, expansion and retention metrics
• Experience with multi-million dollar customer portfolios and ROI modeling

Responsibilities

• Lead onboarding, adoption metrics, and health scorecards for software solutions
• Identify expansion opportunities and drive 20%+ YoY growth in ACV
• Activate dormant accounts through targeted engagement programs
• Mentor and scale a high-performing CS team across segments
• Define customer success strategy aligned with business goals and KPIs
• Collaborate with Sales, Product, and Support to drive value and retention

Skills

SaaS customer success leadership

Enterprise software adoption

ROI & business case development

Gainsight / Totango proficiency

Licensing models & subscription

Data analytics & dashboards

Stakeholder management

Education

Bachelor's degree in Business, Engineering, Computer Science

MBA or equivalent advanced qualification (preferred)

Tools

Gainsight

Totango

Job description

We're improving the way we live and work by intelligently connecting energy systems, buildings, and industries!!

Smart infrastructure from Siemens makes the world a more connected and caring place – where resources are valued, where impact on the world is considered, where sustainable energy is delivered optimally and efficiently. It provides the flexible infrastructure to allow society to evolve and respond to changing conditions. Technology and the ingenuity of people come together to be at one with our environments and to care for our world. We do this from the macro to the micro level, from physical products, components, and systems to connected, cloud-based digital offerings and services. Siemens offers a broad portfolio of grid control and automation; low- and medium-voltage power distribution, switching and control; and building automation, fire safety and security, HVAC control and energy solutions.

JOIN US! WE MAKE REAL WHAT MATTERS. THIS IS YOUR ROLE

HEAD OF CUSTOMER SUCCESS (DIGITAL & SOFTWARE)

The Head of Customer Success is a strategic leadership role responsible for driving customer adoption, expansion, and retention across Siemens Digital & Software portfolio. This role combines deep technical understanding of software solutions with commercial acumen to maximize customer lifetime value, expand share of wallet, and build long-term strategic partnerships.

Key Responsibilities

ADOPTION & ONBOARDING

• Develop and execute customer onboarding strategies ensuring rapid time-to-value
• Define adoption metrics, KPIs, and health scorecards for software solutions
• Lead customer enablement programs including training, certification, and best practices
• Manage onboarding team to ensure 90%+ adoption milestone achievement within 6 months
• Create and maintain adoption playbooks for different customer segments
• Drive usage analytics and identify adoption blockers early

ACCOUNT EXPANSION & SHARE OF WALLET

• Identify and pursue expansion opportunities within existing customer base
• Develop account expansion strategies targeting 20%+ YoY growth in ACV
• Build business case and ROI models for cross-sell and upsell opportunities
• Lead quarterly business reviews (QBRs) with C-suite and technical stakeholders
• Manage customer success metrics including NRR (Net Revenue Retention) and expansion revenue
• Collaborate with Sales and Solutions teams on expansion pipeline

CUSTOMER ACTIVATION & ENGAGEMENT

• Activate dormant or underutilized accounts through targeted engagement programs
• Develop customer engagement roadmaps aligned with business outcomes
• Create value demonstration programs and proof-of-value initiatives
• Establish customer advisory boards and feedback mechanisms
• Monitor and improve customer health scores and satisfaction metrics (NPS, CSAT)
• Drive customer success stories and case studies

TEAM LEADERSHIP & CAPABILITY BUILDING

• Lead and mentor customer success team (CSMs, technical enablement specialists)
• Define team structure, roles, and responsibilities aligned with customer segments
• Develop talent, drive performance management, and create career paths
• Build and maintain customer success best practices and knowledge base
• Ensure consistent delivery of customer success standards across all accounts
• Drive continuous improvement in customer success processes and tools

CORE COMPETENCIES & SKILLS REQUIRED

TECHNICAL & DOMAIN EXPERTISE

• 10+ years in SaaS/Software customer success, account management, or solutions
• Deep understanding of enterprise software adoption, change management, and ROI
• Knowledge of Siemens Digital & Software portfolio (Teamcenter, Mendix, Xcelerator, Opcenter, etc.)
• Proficiency in customer success platforms (Gainsight, Totango, or equivalent)
• Understanding of software licensing models, subscription economics, and contract terms
• Familiarity with customer data platforms and analytics tools

STRATEGIC & COMMERCIAL ACUMEN

• Proven ability to develop and execute customer success strategy aligned with business goals
• Strong understanding of SaaS unit economics, ARR, ACV, NRR, and expansion revenue models
• Ability to build ROI/business cases and demonstrate customer value
• Experience managing multi-million dollar customer portfolios
• Track record of driving 15%+ NRR or expansion revenue growth
• Capability to influence C-suite stakeholders and drive strategic decisions

CUSTOMER-CENTRIC & RELATIONSHIP MANAGEMENT

• Demonstrated ability to build and maintain strong customer relationships
• Proven success in customer retention and reducing churn
• Strong empathy for customer challenges and ability to translate to business outcomes
• Experience managing diverse customer segments (SMB, mid-market, enterprise)
• Excellent communication skills across technical and business audiences
• Ability to manage customer escalations and resolve conflicts

LEADERSHIP & TEAM MANAGEMENT

• Proven experience leading and scaling customer success teams
• Strong capability in hiring, coaching, and developing talent
• Experience building customer success culture and best practices
• Demonstrated ability to drive organizational change and continuous improvement
• Strong project management and execution skills
• Ability to work cross-functionally with Sales, Product, and Support teams

ANALYTICAL & DATA-DRIVEN MINDSET

• Strong analytical skills with ability to derive insights from customer data
• Proficiency in metrics, KPIs, and data visualization tools
• Ability to identify patterns and predict customer outcomes
• Experience building dashboards and reporting frameworks
• Strong problem-solving and root cause analysis capabilities
• Comfort with ambiguity and ability to drive decisions with incomplete data

QUALIFICATIONS

Education

• Bachelor's degree in Business, Engineering, Computer Science, or related field
• MBA or equivalent advanced business qualification (preferred)

Experience

• 10+ years in customer success, account management, solutions engineering, or related roles in enterprise SaaS/Software
• 5+ years in a leadership role managing customer success teams
• 3+ years experience in Digital, Manufacturing Software, or ERP/PLM/MES environments
• Proven track record of driving adoption, expansion, and retention metrics
• Experience with enterprise software implementations and change management

WE DON'T NEED SUPERHEROES, JUST SUPER MINDS!

WE’VE GOT QUITE A LOT TO OFFER. HOW ABOUT YOU?

We’re Siemens. A collection of over 379,000 minds building the future, one day at a time in over 200 countries. We're dedicated to equality and we welcome applications that reflect the diversity of the communities we work in across Gender, LGBTQ+, Abilities & Ethnicity. All employment decisions at Siemens are based on qualifications, merit and business need. Bring your curiosity and imagination, and help us shape tomorrow.

Find out more about Smart Infrastructure at: https://new.siemens.com/global/en/company/topic-areas/smart-infrastructure.html and about Siemens careers at: www.siemens.com/careers #SL