Lead - Customer Success

Superset; Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Superset is seeking a Lead Customer Success to own end-to-end relationships with university partners, ensuring a seamless experience from onboarding to renewals.

You will mentor the CS team, drive cross-functional execution, manage escalations, and help customers extract maximum value from the Superset platform.

Qualifications

• 3+ years of handling a team in a product-based company.
• Excellent communication abilities to listen, understand, and assist clients effectively.
• Ability to maintain relationships and understand people’s psyches beyond just feature resolutions.
• Passion for product craftsmanship and customer experience; experience with cross-functional SaaS teams is a plus.

Responsibilities

• Lead and mentor the Customer Success team, setting clear priorities and ensuring high-quality client outcomes.
• Set up and evolve renewal processes across the university portfolio to make renewals predictable.
• Own client delight by proactively identifying gaps and driving improvement initiatives.
• Coordinate cross-functionally with the Product team to surface and prioritize feature requests from clients.
• Maintain comprehensive documentation of stakeholder engagements and escalations.

Skills

Team leadership

Client communication

Cross-functional collaboration

SaaS experience

Job description

The Lead Customer Success will own the end-to-end relationship with university partners, ensuring a seamless customer experience from onboarding to renewals. The role focuses on driving stakeholder satisfaction, leading cross-functional execution, managing escalations, and helping customers maximize value from the Superset platform.

Key Responsibilities

• Lead and mentor the Customer Success team, setting clear priorities and ensuring they're equipped to deliver consistently high-quality client outcomes,
• Set up and continuously evolve processes that make renewals predictable and smooth across the university portfolio,
• Own client delight as an outcome proactively spotting gaps in the client experience and driving initiatives that close them,
• Coordinate cross-functionally with the Product team to surface and prioritize key feature requirements coming in from clients,
• Maintain comprehensive documentation around all stakeholder engagements and escalations.

Requirements | You’ll be a Great Addition to the Team If:

• You have 3+ years of handling a team and have experience in a product based company,
• You have excellent communication abilities including the ability to listen, understand, assist rightly to the clients,
• You understand that maintaining relations is more about understanding people's psyche than just providing feature resolutions,
• You are passionate about product craftsmanship and care about great customer experience,
• Your experience working with cross-functional teams in a SaaS or a software company would be an added advantage.

How Can Superset Help You on Your Journey?

Two things are well ingrained in our culture:

• We need people to take ownership = we don’t micromanage/follow-up on our people because we trust them to deliver the best work possible,
• We ensure to provide resources and remove bottlenecks that deter our people from delivering the best of their work.
• If you’re at a stage in life where you are looking for challenges, you’re at the right place,
• We’re a team of proactive, versatile, independent and collaborative mindsets. We provide the liberty to experiment and be creative wherever necessary, and get things done,
• We understand that making mistakes comes in handy when you’re growing in your career. As long as you’re learning from your mistakes, you’ll fit well with us,
• Our people have the freedom to approach, own, and solve problems creatively,
• Our customers rely on our products to do their most important work, which means they rely on us to build things the right way,
• We’re inclusive of a product team who is always listening, deliberating, and delivering.

Equal Opportunity Employer

We are an equal opportunity employer and value diverse people because of and not in spite of the differences. We do not discriminate on the basis of race, religion, color, national origin, ethnicity, gender, sexual orientation, age, marital status, veteran status, or disability status.

Office: Office will be 5 days a week. (Monday - Friday)