Regional Lead Customer Success - South

1to1help; Bengaluru; Hybrid; INR 3,500,000 - 5,500,000; Full time

Job summary

1to1help is seeking a Regional Lead - Customer Success (South) to own the CS function for the South region, drive retention, adoption, renewals, and expansion, and lead a high-performing team across customer journeys.

The role requires 8+ years in CS with 5+ years leadership, strong analytics, and executive communication, plus cross-functional collaboration with Sales, Product, Finance, and Operations. Bangalore base preferred; hybrid/remote as applicable.

Qualifications

• Post Graduate Degree required.
• 12+ years in Customer Success, KAM, or enterprise account management.
• 5+ years leading customer-facing teams and managing large accounts.
• Experience in healthcare, SaaS, or B2B services preferred.
• Proven track record of improving retention and growth.

Responsibilities

• Own CS strategy and operating rhythm for the South region.
• Drive retention, renewals, engagement, adoption, and growth across the portfolio.
• Build relationships with senior client stakeholders across HR and business units.
• Lead strategic reviews and QBRs with key customers.
• Monitor health indicators, CSAT, renewal risk, and opportunities; drive actions.
• Own escalations with RCA, communication, and closure.
• Partner with Sales, Operations, Clinical/Service Delivery, Product, Finance, Marketing, and Technology.
• Identify expansion, cross-sell, and up-sell opportunities with Sales.
• Lead and develop CS leaders and managers.
• Use data to review portfolio performance and forecast renewals.
• Standardize CS processes and regional best practices.
• Represent the organization in customer meetings and industry forums.

Skills

Leadership

Customer Success

Account Management

Stakeholder Management

Executive Communication

Data Analysis

Team Building

Strategic Planning

Education

Post Graduate Degree

Tools

CRM tools

Dashboards

PowerPoint

Excel

Job description

Full-Time

Position: Regional Lead - Customer Success (South)

Department: Customer Success

Job Type: Full-time

Experience: 8+ years, including 5+ years in customer success/account management leadership

Job Purpose

The Regional Lead - Customer Success (South) will lead the Customer Success function for the South region, with end-to-end ownership of customer retention, engagement, service adoption, renewals, expansion, and overall customer experience. The role will build and lead a high-performing team, strengthen senior stakeholder relationships, proactively manage customer health and escalations, and partner with internal teams to ensure measurable business outcomes. The ideal candidate should combine strategic account management, commercial acumen, people leadership, strong analytics, and executive-level communication.

Key Responsibilities

• Own the Customer Success strategy and operating rhythm for the South region, aligned with organizational goals and customer commitments.
• Drive retention, renewals, engagement, adoption, customer satisfaction, and account growth across the assigned portfolio.
• Build strong relationships with senior client stakeholders, including HR, business leaders, procurement, and other decision-makers.
• Lead strategic account reviews, quarterly business reviews (QBRs), and outcome-focused engagement plans for key customers.
• Monitor customer health indicators, utilization, service quality, NPS/CSAT, renewal risk, and commercial opportunities; initiate timely corrective actions.
• Own critical customer escalations and ensure structured root-cause analysis, resolution, communication, and closure.
• Partner with Sales, Operations, Clinical/Service Delivery, Product, Finance, Marketing, and Technology teams to deliver a seamless customer experience.
• Identify expansion, cross-sell, and up-sell opportunities in collaboration with Sales while ensuring customer value remains the primary driver.
• Lead, coach, and develop Customer Success leaders and managers; establish clear goals, performance standards, succession plans, and capability-building initiatives.
• Use data and dashboards to review portfolio performance, forecast renewals, identify risks, and present business insights to senior management.
• Standardize and continuously improve customer success processes, governance, playbooks, documentation, and regional best practices.
• Represent the organization in key customer meetings, industry forums, and strategic discussions across the South region.

Qualifications: -

• Post Graduate Degree
• Minimum 12+ years of relevant experience in Customer Success, Key Account Management, Client Services, Business Management, or Enterprise Account Management.
• At least 5+ years of experience leading customer-facing teams and managing large or strategic enterprise accounts.
• Experience in employee wellbeing, healthcare, EAP, HR services, SaaS, consulting, or other B2B services environments will be preferred.
• Proven track record of improving retention, customer satisfaction, adoption, renewals, and account growth.

Knowledge (What the person should know)

• Strong understanding of customer success, account management, lifecycle management, renewals, and customer retention frameworks.
• Knowledge of enterprise customer engagement, stakeholder mapping, governance structures, QBRs, and escalation management.
• Understanding of commercial metrics including ARR/revenue, renewal forecasting, churn, expansion, customer lifetime value, and portfolio profitability.
• Familiarity with CRM, customer success platforms, dashboards, reporting tools, and data-driven decision-making.
• Awareness of employee wellbeing / healthcare / EAP service models and enterprise HR ecosystems will be an advantage.

Skills (What the person should be able to do)

• Strong leadership, coaching, team management, and performance management skills.
• Excellent executive communication, presentation, negotiation, and stakeholder management skills.
• Strong analytical ability with proficiency in interpreting customer, operational, and commercial data.
• Ability to conduct effective business reviews, create action plans, and drive closure with multiple stakeholders.
• Strong problem-solving, conflict-resolution, and decision-making skills, particularly in high-impact customer situations.
• High proficiency in PowerPoint, Excel, CRM tools, and business reporting.

Abilities (Capacity to perform based on attributes)

• Ability to operate strategically while maintaining strong execution discipline across a large customer portfolio.
• Ability to influence senior internal and external stakeholders without relying solely on authority.
• Ability to balance customer advocacy with commercial and operational objectives.
• Ability to manage multiple priorities, regional teams, escalations, and deadlines in a fast-paced environment.
• Ability to travel regularly across South India for customer meetings, reviews, and business requirements.
• High ownership, resilience, learning agility, and attention to detail.

Competency Matrix (Brief)

Competency Level Definition Applicable/Not

Product & Service Knowledge Advanced Demonstrates strong understanding of the organization's solutions, service model, customer outcomes, and value proposition. Yes

Customer Needs Analysis Advanced Identifies customer priorities, business outcomes, risks, and opportunities and converts them into an actionable success plan. Yes

Strategic Account Management Advanced Manages complex enterprise relationships, governance, renewals, adoption, and long-term account value. Yes

Communication & Executive Presence Advanced Communicates clearly and confidently with senior customer and internal stakeholders. Yes

Commercial Acumen Advanced Understands revenue, renewals, retention, expansion, and portfolio economics and uses them in decision-making. Yes

People Leadership Advanced Builds, coaches, and develops high-performing customer success teams with strong accountability. Yes

Data & Business Review Capability Advanced Uses dashboards, customer health data, and performance trends to drive reviews, decisions, and actions. Yes

Learning Agility Advanced Quickly adapts to changing customer needs, products, systems, and business priorities. Yes

Cross-functional Collaboration Advanced Works effectively across Sales, Operations, Product, Finance, Clinical/Delivery, and other functions to deliver customer outcomes. Yes

• Bangalore base preferred; hybrid / remote working as applicable.
• Frequent travel across South India for customer meetings, business reviews, escalations, and industry events.
• Role requires regular collaboration with cross-functional teams and senior customer stakeholders.