Role Summary
We are looking for a Customer Success Lead - Product with strong Enterprise SaaS/Product experience to drive customer adoption, retention, satisfaction, and product value realization for Immidart’s Global Mobility and Immigration Management platform.
Key Responsibilities
- Manage enterprise customer relationships, account health, CSAT, and retention.
- Drive product adoption, feature utilization, and value realization.
- Conduct periodic customer reviews, success reviews, and feedback sessions.
- Identify churn risks and implement proactive retention plans.
- Act as the Voice of Customer by converting feedback into product insights.
- Work closely with Product, Implementation, and Engineering teams on roadmap inputs, enhancements, and escalations.
- Identify opportunities for automation, additional module adoption, upsell, and process improvement.
- Lead and mentor Customer Success Analysts.
- Create customer success playbooks, SOPs, and adoption frameworks.
Mandatory Skills
- 4–6 years of experience in an Enterprise SaaS/Product company
- Customer Success / Product Consulting / Product Implementation experience
- Strong product understanding and ability to explain features/workflows
- Enterprise client management
- Product adoption and customer health tracking
- Stakeholder management
- Escalation handling
- Data analysis and reporting
- Team leadership
Preferred
- HRTech / Global Mobility / Immigration / Compliance platform experience
- Experience with Jira, Azure DevOps, Confluence, Excel, Power BI
- Exposure to AI tools such as ChatGPT, Copilot, or automation tools
Success Metrics
- Customer retention
- CSAT/NPS
- Feature adoption
- Churn risk reduction
- Product enhancement inputs
- Automation and expansion opportunities identified
Job Type: Full-time
Pay: Up to ₹800,000.00 per year
Benefits:
- Health insurance
- Paid sick time
- Provident Fund
Application Question(s):
- Do you have experience in doing the SLA adherence?
- Have you worked on gathering customer feedback and recommend product improvements?
Experience:
- Customer Success : 4 years (Required)
Work Location: In person
