Senior Client Success Manager

Pipefy; India; In loco; INR 2.400.000 - 4.200.000; Tempo pieno

Descrizione del lavoro

Pipefy is seeking a Customer Success Team Lead (India) to drive post-sales success under a Player-Coach model. You will own strategic accounts while guiding a local CS team, ensuring adoption, retention, and expansion across enterprise clients in India.

The role emphasizes executive engagement, risk management, and collaboration with Sales, Product, Services, and Support to deliver measurable business outcomes in a fast-paced SaaS environment.

Competenze

• Solid background in Customer Success or Account Management within B2B SaaS or tech companies.
• Proven track record managing enterprise-level, complex customer portfolios.
• Demonstrated experience in risk management, value realization, and escalation handling.
• Strong executive presence and communication skills.
• Experience partnering cross-functionally with Sales, Support, Product, and Professional Services.

Mansioni

• Lead strategic, high-impact enterprise accounts in India/BPO region.
• Coach and mentor Customer Success Managers for account management and risk mitigation.
• Manage executive business reviews, success planning, and health updates.
• Collaborate with Sales, Professional Services, Product, Support to remove bottlenecks.
• Establish playbooks, cadences, and governance for the regional CS team.
• Ensure accountability and disciplined execution across critical accounts.

Conoscenze

Customer Success

Account Management

Leadership

Risk Management

Executive Communication

Cross-functional Collaboration

Coaching

English Proficiency

Descrizione del lavoro

About the Role - Please read carefully before applying.

Pipefy is seeking a Customer Success Team Lead (India) to lead our post-sales operations in the region through a Player-Coach model. This role combines direct enterprise account ownership with team guidance, operational cadence, and cross-functional leadership. You will directly manage high-complexity strategic accounts while helping the broader team operate with consistency, discipline, and impact.

Why This Role Matters

• Strategic Impact: India and the BPO sector represent a core growth engine for Pipefy.
• Customer Health & Governance: Elevates post-sales ownership, risk management, and executive alignment across key accounts.
• Cross-Functional Alignment: Ensures seamless coordination between Customer Success, Professional Services, Product Management, Support, and Sales.
• Strategic Account Ownership (~60%): Managing complex accounts, driving adoption, retention, and expansion.
• Team Leadership / Player-Coach (~25%): Coaching CSMs, guiding account strategies, and driving team discipline.
• Operating Model & Cross-Functional Execution (~15%): Establishing playbooks, unblocking obstacles, and aligning with global CS leadership.

Key Responsibilities

1. Strategic Account Ownership (~60%)

• Manage a select portfolio of complex, high-impact enterprise accounts in the India/BPO region.
• Build strong, trusted relationships with key customer stakeholders and executive sponsors.
• Drive product adoption, value realization, account retention, and growth opportunities.
• Proactively identify account risks and build clear mitigation plans.
• Lead executive business reviews, success planning, and account health updates.
• Manage customer escalations with urgency, structure, and direct ownership.
• Partner with Sales and Account Management on commercial strategy, renewals, and expansions.
• Lead weekly operating cadences and reviews for the local post-sales team.
• Coach Customer Success Managers on account management, risk mitigation, and executive engagement.
• Enhance the quality of account planning, health tracking, and operational follow-ups.
• Maintain clear visibility into risks, blockers, and required next steps across accounts.
• Establish clear ownership, action items, and success metrics for all critical accounts.
• Foster a culture of accountability, operational discipline, and customer-centric execution.

3. Cross-Functional Leadership & Operations (~15%)

• Collaborate closely with Professional Services, Product, Support, and Sales to solve customer bottlenecks.
• Translate customer feedback and operational risks into actionable internal priorities.
• Improve process handoffs between Sales, Implementation, and Customer Success.
• Develop lightweight playbooks, reporting routines, and standardized operational cadences.
• Align regional priorities with global Customer Success strategy and leadership.

Key Success Metrics

• High retention rates and effective risk mitigation across strategic accounts.
• Demonstrated customer adoption and value realization progress.
• Consistent health management, forecast accuracy, and account plan quality across the team.
• Prompt resolution of customer escalations and removal of operational roadblocks.
• Strong cross-functional collaboration across CS, Product, Support, and Sales.
• Enhanced team maturity in executive communication and account governance.

Candidate Profile & Qualifications

Required Experience:

• Solid background in Customer Success or Account Management within B2B SaaS or tech companies.
• Proven track record managing enterprise-level, complex customer portfolios.
• Demonstrated experience in risk management, value realization, and escalation handling.
• Strong executive presence and communication skills.
• Experience partnering cross-functionally with Sales, Support, Product, and Professional Services.
• Experience mentoring, coaching, or guiding team members.
• Fluent written and spoken English.

Preferred Experience:

• Background in SaaS, workflow automation, low-code/no-code, or enterprise platforms.
• Familiarity with BPO operations, shared services, or process transformation clients.
• Prior experience as a Player-Coach, Team Lead, or regional motion owner.
• Experience working in global organizations across multiple time zones.
• Knowledge of health scoring methodologies, renewal forecasting, and escalation frameworks.

Key Attributes:

• Hands-on, structured, and operationally disciplined.
• Calm, authoritative, and structured during critical customer escalations.
• Customer-obsessed with strong commercial awareness.
• Adaptable and effective in fast-paced or ambiguous environments.