Customer Success Lead

Job Title: Lead, Customer Success & Support

Location: (Pune / Onsite) Reports to: (Product Head / COO)

Role Overview

We are looking for a strategic and technical Customer Success & Support Lead to own the entire post-sales journey. You will lead the charge in ensuring our customers are supported when they have issues and successful in achieving their business goals. In this role you will manage high-value accounts while building the systems, documentation, and teams required to scale our support and success operations.

Key Responsibilities

1. Strategic Success & Retention (Relationship)

• Success Playbooks - Define the customer lifecycle, from initial onboarding to maturity and annual renewal.
• Retention Ownership - Own the Net Revenue Retention (NRR) metric. Proactively identify at-risk accounts and execute save plans.
• Executive...