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