Chief Customer Success Officer

Job Description: Chief Customer Success Officer (CCSO)

Company: SA Technologies Inc.

Location: Pune - Viman nagar

Reports To: CEO

Position Overview

The Chief Customer Success Officer (CCSO) is a senior executive responsible for shaping and leading the post-sales strategy for our Global Capability Center (GCC), Enterprise Solutions, and Digital Transformation clients. This role moves beyond traditional support to ensure our enterprise clients realize the full business value of their global teams and technology investments. The CCSO will drive client retention, account expansion, and operational excellence, ensuring SA Technologies remains a strategic partner delivering high-impact workforce and technology solutions.

Key Responsibilities

1. Strategic Account Leadership

• Develop a "Client-Centric" success strategy that aligns with the unique lifecycles of GCC setups and Technology Solutions (from initial engagement to steady-state operations).
• Transition key accounts from vendor relationships to strategic partnerships, identifying opportunities to deploy AI Solutions and managed projects.
• Define the "Client Journey" for international companies scaling their operations in India, ensuring seamless navigation of legal, operational, and delivery milestones.

2. Retention & Account Expansion (Farm Strategy)

• Drive Account Growth: Own the targets for Net Revenue Retention (NRR). Focus on increasing "Share of Wallet" by expanding the scope of global teams and cross-selling AI/Cloud solutions.
• Proactive Health Monitoring: Establish health scores based on project delivery milestones, resource utilization, and stakeholder satisfaction rather than just service consumption.
• Churn Mitigation: Proactively identify "at-risk" accounts and intervene with executive-level recovery plans to ensure long-term partnership continuity.

3. Operational Excellence & Service Delivery

• Bridge the Gap: Act as the executive bridge between the Client and our Global Delivery & Talent Teams. Ensure that the expertise and resources being deployed align perfectly with the client’s technological roadmap.
• QBRs & Governance: Lead Quarterly Business Reviews (QBRs) with C-level client stakeholders to demonstrate ROI (e.G., cost optimization, innovation delivered, time-to-market acceleration).
• Escalation Management: Oversee the resolution of high-level service delivery issues, ensuring rapid response to client concerns regarding quality or project timelines.

4. Voice of the Customer

• Quality Feedback Loop: Gather feedback from clients regarding the technical and cultural fit of deployed teams and feed this back to the Delivery and L&D units to continuously improve service quality.
• Advocacy: Build a repository of case studies and client references, specifically highlighting successful GCC setups and digital transformation success stories.

Qualifications

Education & Experience

• Bachelor’s degree required;
  MBA or relevant advanced degree preferred.
• 12+ years of experience in IT Services, Consulting, or Global Business Services (GBS), with at least 5 years in a senior Customer Success or Key Account Management role.
• Specific Industry Knowledge: Deep understanding of the GCC (Global Capability Center) model, Managed Services, and the nuances of cross-border service delivery (US-India corridor preferred).
• Proven track record of managing $50M+ portfolios and driving account expansion through cross-selling enterprise solutions.

Skills & Competencies

• Solution-Centric Mindset: Understanding that our "product" is the intersection of people, process, and technology. Ability to manage the complexities of human capital and technical deliverables.
• Executive Presence: Ability to sit across from a CIO or CTO and discuss their digital transformation roadmap and workforce planning strategies.
• Data-Driven: Ability to analyze delivery metrics (Time-to-Deploy, Project Success Rates) and operational metrics (Retention, Utilization) to drive strategy.
• Crisis Management: Skilled in de-escalating service delivery challenges and turning critical situations into opportunities for trust-building.

Key Performance Indicators (KPIs)

1. Net Revenue Retention (NRR): Growth in revenue from existing clients (through team scaling or added solution lines).
2. Account Expansion Rate: Percentage of clients who expand their engagement scope or add new service lines (e.G., adding AI solutions to a Managed Services contract).
3. Client Satisfaction (CSAT/NPS): Measured specifically across Project Stakeholders and Client Executives.
4. Resource Retention & Stability: Maintaining stability within client-aligned teams to ensure project continuity.
5. Time-to-Value: Speed at which a new GCC or deployed team becomes fully operational and productive for the client.

How to Apply

Interested candidates are invited to send their CV/Resume to: [email protected]