Head Customer Success & Implementation

Lobo Staffing Solutions (LSS)

Mumbai City

On-site

INR 4,000,000 - 7,000,000

Full time

12 days ago

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Benefits offered by this job

Direct access to co-founders

Ownership of CS department

High-growth SaaS environment

Competitive compensation + performance

Hiring budget to grow team

Job summary

Quikchex, headquartered in Mumbai, seeks a Head of Customer Success & Implementation to own the post‑sale journey from onboarding through renewal and expansion. You will lead two teams, set the strategy, and build scalable systems to drive adoption, retention, and revenue growth across the customer base.

You will shape onboarding playbooks, health scoring, and renewal motions while partnering with product, sales, and leadership to translate customer patterns into prioritised product decisions.

Qualifications

7–12 years in customer success, product management, implementation, or post-sale roles at a B2B SaaS company, with leadership experience
Proven ownership of NRR, churn, and renewal metrics
Deep familiarity with HRMS, payroll, or HR-tech products; strong English communication

Responsibilities

Define and own the post-sale strategy: onboarding, adoption, retention, expansion
Build scalable CS and Implementation operating model
Lead and mentor two teams; set KPIs and career paths
Own annual CS budget and headcount plan
Design end-to-end onboarding and go-live criteria
Own renewal motion and forecast accurately
Develop customer education programs (webinars, in-app guides)
Identify upsell/cross-sell opportunities within base
Set up CS tooling and dashboards
Handle escalations and senior client relationships

Skills

NRR ownership

Churn management

Leadership

English communication

Data analysis

Onboarding design

Account expansion

Tools

Intercom

HubSpot

Freshdesk

Appcues

Job description

Head Customer Success & Implementation

Building the post‑sale engine from the ground up

THE OPPORTUNITY

Quikchex is a Mumbai‑headquartered HRMS and payroll outsourcing SaaS platform with approximately 450 clients across India. We have strong product market fit, a growing sales pipeline, and a product that genuinely solves the HR and payroll complexity that businesses struggle with every day.

What we don't yet have is a post‑sale function worthy of the product. A customer churns not because the product fails them but because they never fully discover what it can do. Onboarding is loose, customer success is reactive, and there is no institutional muscle for driving adoption after a contract is signed.

This is the role that fixes that. As Head of Customer Success & Implementation, you will own the entire post‑sale customer experience from the moment a contract is signed through renewal and expansion. You will lead two teams, set the strategy, build the systems, and be directly accountable for net revenue retention across our full customer base.

WHAT YOU WILL OWN

Strategy & Leadership

Define and own the post‑sale strategy for Quikchex: onboarding, adoption, retention, and expansion
Build a scalable CS and Implementation operating model that works for customers without requiring white‑glove headcount per account
Lead, mentor, and grow two teams setting clear KPIs, running performance reviews, and creating career paths for both functions
Represent the voice of the customer in product, sales, and leadership conversations; translate field patterns into prioritised product decisions
Own the annual CS budget and headcount plan; make the case for investment with data

Implementation (New Client Onboarding, Days 0-60)

Design and standardise the end‑to‑end onboarding journey kickoff, configuration, data setup, training, and go‑live sign‑off
Build playbooks, checklists, and SOPs for your implementation team so delivery quality does not depend on individual heroics
Define go‑live criteria that ensure clients are genuinely using the product, not just technically set up
Track time‑to‑value as a core implementation metric; reduce it systematically over time

Customer Success (Post‑Onboarding Lifecycle)

Build a customer health scoring model; create tiered coverage so at‑risk accounts get human attention and healthy accounts get automated engagement
Own the renewal motion: forecast accurately, intervene early, and drive a 90%+ net renewal rate
Build a recurring customer education programme monthly webinars, feature spotlights, in‑app guides that scales without proportional headcount growth
Identify upsell and cross‑sell opportunities within the base; partner with founders on conversion
Set up and own CS tooling: CRM hygiene, lifecycle email sequences, in‑app nudges, and health dashboards
Serve as the escalation owner for complex or high‑stakes client issues triaging, coordinating internal resolution, and closing the loop with the customer directly
Own the relationship with Quikchex's largest and most strategic accounts; conduct regular business reviews and act as a senior point of contact they can reach beyond the day‑to‑day support team

REQUIREMENTS

Must‑Haves

7–12 years in customer success, product management, implementation, or post‑sale roles at a B2B SaaS company — with at least 3 years in a leadership capacity
Proven ownership of NRR, churn, and renewal metrics — not just relationship management
Deep familiarity with HRMS, payroll, or HR‑tech products; fluent in leave policies, statutory compliance, and Indian Company HR pain points
Experience building and scaling either a CS or a customer support function
Strong analytical ability — health score models, cohort analysis, and data‑led recommendations
Excellent communicator in English
Hands‑on: Willing to personally handle an escalation, run a webinar, or rewrite an onboarding document when needed

Good to Have

Prior experience at an Indian HRMS product — Keka, greytHR, Darwinbox, Zoho People, or similar
Working knowledge of Indian statutory compliance: PF, ESIC, PT, TDS, Shops & Establishment Act
Experience building CS or implementation from scratch — you’ve written the first
Familiarity with CS tooling: Intercom, HubSpot, Freshdesk, Appcues, or equivalent
Track record of running scalable group onboarding programmes — cohort webinars, video libraries, self‑serve portals

WHO YOU ARE

You are a builder. You find it genuinely satisfying to design a system, put it in the hands of a team, watch it work, and then improve it. You treat churn as a solvable engineering problem, not an inevitable cost of doing SaaS business. You are comfortable being the most senior post‑sale person in the room and do not need a large org above you to do your best work.

You will bring structure to ambiguity — creating playbooks where there are none, defining metrics where no one has tracked them before, and coaching a young team that has never had a strong CS leader to learn from. This is a high‑autonomy, high‑accountability role. The founder will give you room to run; they will expect results in return.

WHAT WE OFFER