Team Lead - Customer Success

Karomi Technology; Chennai District; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

Karomi Technology is seeking an experienced Customer Success professional to own the end-to-end journey for the V7 SaaS product. You will drive adoption, satisfaction, and long-term value realization for strategic customers.

You will collaborate with Product, Engineering, and Operations, validate new features, and help ensure successful releases. The role emphasizes data-driven decision making and mentoring a growing CS team.

Qualifications

• 5+ years of experience in Customer Success and Support in SaaS or B2B software.
• Experience managing enterprise or large customer relationships.
• Understanding of the Software Development Life Cycle (SDLC) and maintenance processes.
• Excellent communication, presentation, and stakeholder management skills.
• Data-driven mindset with ability to analyze customer metrics and drive actions.
• Experience working cross-functionally with Product, Engineering, Sales, and Implementation teams.

Responsibilities

• Own the end-to-end customer success journey for the V7 SaaS product, focusing on adoption, satisfaction, and value realization.
• Act as primary relationship owner for strategic and enterprise customers, addressing business needs and concerns.
• Collaborate with Product, Engineering, QA, and Operations to meet customer requirements.
• Support product testing, validate new features, and follow up on updates before/after release.
• Provide high-level oversight of queries and issues, ensuring timely resolution with internal teams.
• Track and present customer adoption and engagement reports using data and ticket insights.
• Share customer feedback and adoption challenges with Product and Engineering teams.
• Identify risk accounts and adoption gaps; drive plans to improve health and retention.
• Create knowledge resources like guides, FAQs, and best-practice docs.
• Conduct regular reviews, success check-ins, and product walkthroughs.
• Train internal teams on CS processes, product updates, and expectations.
• Build and mentor a high-performing CS team as the function scales.

Skills

Customer Success

Enterprise Accounts

SaaS

Account Management

Stakeholder Management

Data-driven

Education

Bachelor's degree

Tools

CRM tools

Support systems

Job description

Role & responsibilities

• Own the end-to-end customer success journey for the V7 SaaS product, focusing on customer adoption, satisfaction, and long-term value realization.
• Act as the primary relationship owner for strategic and enterprise customers, proactively understanding their business needs and addressing concerns.
• Collaborate closely with cross-functional teams such as Product, Engineering, QA, and Operations to ensure customer requirements are met.
• Participate in and support product testing, validate new features, and follow up on feature updates before and after release.
• Provide high-level oversight of customer queries and issues, ensuring timely resolution through coordination with internal teams.
• Track, analyze, and present customer adoption and engagement reports, using available data and ticket insights to understand usage trends and improvement areas.
• Share actionable customer feedback, enhancement requests, and adoption challenges with Product and Engineering teams.
• Proactively identify risk accounts and adoption gaps, and drive plans to improve customer health and retention.
• Create and maintain knowledge resources such as user guides, FAQs, and best-practice documentation to enable customers.
• Conduct regular customer reviews, success check-ins, and product walkthroughs.
• Train internal teams and new hires on customer success processes, product updates, and customer expectations.
• Build and mentor a high-performing customer success team as the function scales.

Preferred candidate profile

• 5+ years of experience in Customer Success and Support, Project & Account Management, preferably in a SaaS or B2B software environment.
• Proven experience in managing enterprise or large customer relationships.
• Strong ability to understand customer workflows and align product value with business outcomes.
• Understanding of the Software Development Life Cycle (SDLC) and application maintenance processes.
• Excellent communication, presentation, and stakeholder management skills.
• Data-driven mindset with the ability to analyze customer metrics and drive improvement actions.
• Experience working cross-functionally with Product, Engineering, Sales, and Implementation teams.
• Familiarity with customer success tools, CRM platforms, or support systems is an advantage.
• Prior team handling or mentorship experience is a plus.