About the role
The core responsibilities for the job include the following:
Customer Lifecycle:
- Build structured customer journeys across onboarding, activation, adoption, engagement, renewal, reactivation, and expansion.
- Identify opportunities to improve customer engagement, product adoption, and retention.
- Develop proactive engagement programs for different customer segments and needs.
- Build mechanisms to identify and act on customer health and risk.
Customer Success Operations:
- Build the processes, playbooks, and SOPs that enable a consistent customer experience.
- Establish clear service standards, escalation mechanisms, and operating rhythms.
- Create scalable approaches to onboarding, customer education, and ongoing engagement.
- Continuously identify opportunities to improve the customer experience.
CRM, Automation, and AI:
- Build workflows and automations across the customer lifecycle.
- Use CRM, product data, AI, and communication tools to make customer engagement more timely and personalized.
- Automate repetitive interactions while ensuring high-value customers receive the right level of human engagement.
- Build customer health, engagement, and retention dashboards.
Team Leadership:
- Lead and develop a small, high-performing customer success team.
- Coach the team on customer communication, problem-solving, and product expertise.
- Establish a culture of ownership, responsiveness, and continuous improvement.
- Build the team and operating model as the function scales.
Requirements:
- We are looking for a high-energy builder and natural problem solver who enjoys creating systems and processes rather than simply operating within them.
- You should be someone who can move comfortably between talking to a customer, analyzing a customer-health dashboard, designing a workflow, and coaching a team.
- 4+ years of experience in customer success, customer experience, account management, or a related B2B role.
- Experience in B2B SaaS, technology, data, or another complex product environment.
- Experience with Freshdesk, Zoho, Salesforce, HubSpot, or similar platforms.
- Strong customer orientation and excellent communication skills.
- Experience building or improving customer lifecycle processes.
- Comfort working with CRM, helpdesk, automation, and analytics tools.
- Strong analytical and problem-solving skills.
- A strong bias toward ownership and execution.
- The ability to operate independently and build structure in a fast-evolving environment.
Good to Have:
- Experience building CS processes or teams from an early stage.
- Experience with customer health scoring, lifecycle automation, or retention programs.
- Experience with AI-enabled customer engagement.
- Experience in data, fintech, or BFSI products.