Head – Customer Success (Product / SaaS / ISP)
Location: Bangalore
Experience: 25+ Years
CTC: As per market standards
About the Role
We are looking for a seasoned and strategic Head of Customer Success to lead and scale the global Customer Success function. This is a senior leadership role requiring a strong blend of technical expertise, enterprise customer management and P&L ownership.
The ideal candidate will have extensive experience in product-based companies, SaaS organizations, and ISP (Internet Service Provider) environments, with a proven track record of driving revenue growth from existing customers through renewals, upsells, and expansion.
This is not a support function role — it is a revenue-driving Customer Success leadership role with full ownership of customer lifecycle and business outcomes.
Must-Have Candidate Profile:
- Must have worked only in product-based companies throughout career
- Strong experience in Product companies, SaaS, and ISP (Internet Service Provider) domains is mandatory
- Background in roles such as:
- Account Manager (Product / Enterprise Clients)
- Client Success / Customer Success Leader
- Enterprise Customer Ownership roles
- Proven experience managing 5–6 large enterprise/product clients simultaneously
- Strong exposure to end-to-end Product Customer Success ownership
- Demonstrated ability to drive consistent revenue growth from existing customers (renewals, upsell, cross-sell)
- Experience working directly with CXOs and senior enterprise stakeholders
What You’ll Do - Customer Success Leadership
- Lead and scale global Customer Success teams across regions
- Define and execute CS strategies aligned with business goals
- Build a strong, high-performance customer-centric culture
P&L Ownership & Revenue Growth
- Own Customer Success & Services P&L
- Drive revenue growth through renewals, upsells, and expansion
- Identify monetization opportunities within existing customer base
Customer Engagement & Retention
- Build and manage CXO-level relationships with enterprise customers
- Ensure high retention, satisfaction, and long-term value realization
- Act as escalation point for critical customer issues
Technical & Solution Expertise
- Collaborate closely with Product and Engineering teams
- Drive product adoption and customer success outcomes
- Translate customer needs into product/service improvements
Operational Excellence
- Define KPIs, dashboards, and governance frameworks
- Drive forecasting, health tracking, and performance management
- Work closely with Sales, Product, and Delivery teams
What We’re Looking For
- 25+ years in Customer Success, Delivery, or Sales leadership roles
- Strong background in SaaS, Telecom, Networking, ISP, or technology-driven product companies
- Proven P&L ownership and revenue responsibility
- Experience managing large enterprise/global customers
Skills
- Strong technical acumen for solution-level discussions
- Excellent stakeholder and CXO relationship management
- Strategic mindset with strong execution capability
- Strong leadership and team-building skills
- Customer-first, revenue-driven mindset
Success Metrics
- High customer retention and CSAT/NPS
- Consistent revenue growth from existing customers
- Strong product adoption and expansion within accounts
- Scalable and high-performing Customer Success organization
Why Join Us
- High-visibility leadership role with global impact
- Opportunity to define and scale a global Customer Success function
- Work with cutting-edge technology and enterprise customers
- Fast-growing, innovation-driven organization
Interested candidates can share their updated CV to '[email protected]'
Pay: ₹4,000,000.00 - ₹7,000,000.00 per year
Work Location: In person
