What We Offer:
- Transportation allowance
- Canteen Subsidy
- Night Shift allowance as per process
- Health Insurance
- Tuition Reimbursement
- Work Life Balance Initiatives
- Rewards & Recognition
- Internal movement through IJP
What You’ll Be Doing:
- Act as second-in-command for Customer Success; step in to lead team, customers, and strategy as needed
- Manage and mentor a team of Customer Success Managers, driving accountability and performance
- Oversee end-to-end implementation delivery, ensuring timelines, quality, and customer outcomes
- Own key metrics: Time to Value (TTV), adoption, retention, and expansion
- Manage enterprise clients, lead QBRs, and drive ROI-focused engagement
- Build and optimize scalable processes (reporting, health tracking, risk management)
- Partner cross-functionally with Sales, Product, and Training teams
- Drive product feedback, enhancements, and customer-centric improvements
- Lead growth strategies, improve utilization, and mitigate churn risk.
CORE RESPONSIBILITIES/SKILL SET:
- Good oral & written English skills and interpersonal communication skills
- Exceptional listening and analytical skills.
- Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
- Ability to effectively organize, prioritize, multi-task and manage time.
- Ability to work independently.
- Excellent attention to detail.
- Ability to exercise strict confidentiality in all matters.
SUPERVISORY RESPONSIBILITIES:
- Ability to independently run Customer Success operations when needed
- High-performing team with strong accountability
- Consistent achievement of adoption, retention, and growth targets
- Scalable processes supporting rapid customer expansion
QUALITICATION AND EXPERIENCE:
- 5–10+ years in Customer Success, Implementation, or Project Management (SaaS preferred)
- Experience leading teams and managing enterprise clients
- Strong understanding of SaaS lifecycle, implementations, and scaling challenges
- Excellent stakeholder management and executive communication skills
- Process-driven with a strong problem-solving mindset
