Lead Customer Success

FieldAssist; Gurugram District; Hybrid; INR 900,000 - 1,500,000; Full time

Job summary

FieldAssist in India is seeking an experienced SaaS Customer Success professional to own onboarding, API integrations, and health monitoring for enterprise customers. You will drive value, prevent escalations, and lead data-driven reviews for executive stakeholders.

You will collaborate with Sales, Product, and Engineering to ensure customer priorities are met, and mentor junior CS teammates to deliver on goals while enabling upsell opportunities.

Qualifications

• 4-6 years of SaaS-based Customer Success experience.
• Proven experience leading and mentoring a team; task allocation and coaching.
• Experience managing enterprise or mid-market customers; FMCG exposure is a plus.
• Strong cross-functional collaboration with Product, Engineering, Marketing, and CS teams.
• Excellent executive communication, presentation, and stakeholder management skills.
• Adherence to SLAs and turnaround times; proactive issue resolution.
• Hands-on with Jira or Asana for project tracking.
• Proficiency in Excel for data analysis and PowerPoint for executive decks.

Responsibilities

• Oversee end-to-end onboarding and integration, including API integrations, meeting SLAs and TATs.
• Monitor customer health, identify risks early, and drive value to prevent escalations.
• Prepare monthly and quarterly business reviews using Excel data; present insights via PowerPoint to executives.
• Leverage NPS/CSAT insights to identify improvements and close feedback loops.
• Interpret data to answer analytical queries and provide proactive insights.
• Collaborate with Sales, Product, and Engineering to align on customer priorities.
• Lead junior CS team members, ensure best practices, timely delivery, and goal alignment.
• Proactively address customer needs and risks to deliver continuous value.
• Support upsell and cross-sell opportunities by identifying customer interactions that drive value.

Skills

Microsoft Excel

PowerPoint

Stakeholder management

Executive communication

Education

B.Tech

Tools

Jira

Asana

Job description

Role & responsibilities

• Responsibilities 1.You will oversee end-to-end customer onboarding and integration processes, including API integrations, ensuring all milestones are achieved within agreed SLAs and TATs.
• 2.Youll take a proactive approach by continuously monitoring customer health, identifying risks early, and initiating actions to drive value and prevent escalations.
• 3.You will independently create monthly (MBR) and quarterly (QBR) business reviews. Using Excel, youll analyze data on customer performance metricsincluding NPS (Net Promoter Score) and CSAT (Customer Satisfaction) - and present actionable insights via PowerPoint decks to executive stakeholders.
• 4.Beyond presenting, youll use NPS and CSAT insights to identify improvement areas and close feedback loops, ensuring continuous customer satisfaction.
• 5.When clients present analytical queries, youll interpret data, provide actionable answers, and be ready with insights that preempt future questions.
• 6.You will collaborate closely with sales, product, and engineering teams, acting as the customer advocate and ensuring internal alignment on customer priorities.
• 7.You will also lead junior customer success team members, ensuring they follow best practices, deliver on time, and align with customer success goals.
• 8.You will act as a proactive leader - anticipating customer needs, addressing risks early, and ensuring there are no surprises - delivering continuous customer value.
• 9.Support upselling and cross-selling initiatives by identifying opportunities during customer interactions, collaborating with sales to ensure targets are achieved while delivering customer value.

Preferred candidate profile

• 1.B.Tech graduate with 46 years of experience in SaaS-based Customer Success roles
• 2.Proven experience leading and mentoring a team, including task allocation, performance tracking, and coaching
• 3.Experience managing enterprise or mid-market customers; FMCG domain exposure is a plus
• 4.Strong experience working with cross-functional teams including Product, Engineering, Marketing, and Customer Success
• 5.Excellent executive communication, presentation, and stakeholder management skills
• 6.Demonstrated ability to adhere to SLAs and turnaround times, ensuring timely and effective issue resolution
• 7.Hands-on experience with project tracking tools such as Jira or Asana
• 8.Strong proficiency in Microsoft Excel (data analysis) and PowerPoint (executive-level presentation).