Head Customer Success [T500-29223]

Talent500 · India

Talent500 is hiring for one of its clients.

Key Responsibilities:

• Own and drive the Customer Success Operations strategy across onboarding, adoption, support and ongoing customer engagement.
• Lead SaaS customer onboarding, upgrades and adoption, ensuring smooth implementation and time-to-value.
• Manage global customer relationships and maintain strong engagement with senior stakeholders.
• Lead Customer Support and Business Analyst teams, setting clear goals, KPIs and performance expectations.
• Own support operations, ticket/case management, workflows and service processes.
• Drive CSAT, customer experience, SLA adherence, resolution time and customer health.
• Identify customer risks proactively and drive timely resolution of escalations.
• Build and continuously improve SOPs, knowledge repositories, templates and process documentation.
• Use data and operational metrics to track team performance, customer trends and service effectiveness.
• Lead cross-functional initiatives with Product, Engineering, Quality, Solutions and Support teams to improve products and service delivery.
• Act as the Voice of the Customer, providing actionable feedback to Product and Leadership.
• Mentor, coach and develop team members, building strong technical, customer management and interpersonal capabilities. Drive continuous improvement and automation across Customer Success processes and systems.

Essential Skills & Experience:

• 15–18+ years of experience in Customer Success, Customer Operations, Support, SaaS Operations or Client Management. Strong experience managing global/enterprise customers in a SaaS/software environment.
• Proven experience leading Customer Success, Support and/or Business Analyst teams.
• Strong understanding of SaaS onboarding, customer adoption, support operations and service delivery.
• Excellent verbal, written and presentation skills with the ability to engage senior stakeholders.
• Strong leadership, people management and stakeholder management capabilities.
• Strong execution discipline with experience managing KPIs, SLAs, processes and operational metrics.
• Strong understanding of enterprise applications, data integrations and technology-driven solutions.
• Ability to drive cross-functional initiatives and influence Product/Engineering teams.

Leadership & Behavioral Traits:

• Strong hands-on mindset with the ability to go deep into code and models.
• Strategic thinker with execution focus.
• Excellent communication skills and ability to influence senior stakeholders.
• Comfortable operating in ambiguity and building from zero to scale.