Head - Customer Success - SaaS (15-20 yrs)

Hiring for Head of Customer Success for Saas Company

Location- Mumbai Remote

Exp-15 Years

Role Overview:

We are seeking a strategic and customer-focused Head of Customer Success to lead our customer success initiatives for India customers. This role is critical in ensuring client satisfaction, driving NPS, managing renewals, identifying upsell opportunities, and collaborating across internal teams to deliver exceptional value to our customers. The ideal candidate will have a deep understanding of client relationship management, a passion for ensuring customer ROI, and a proven track record in customer success roles.

Key Responsibilities:

- Build and maintain strong relationships with key stakeholders at customer organizations, ensuring alignment with their business goals.

- Act as the primary advocate for the customer within Skit.ai, ensuring their voice is heard across teams.

- Build and maintain strong relationships with C-level executives and decision-makers at client organizations.

- Drive Net Revenue Retention (NRR) growth by owning the renewal process to ensure contract continuity and customer retention.

- Monitor and drive improvements in customer Net Promoter Score (NPS) and Customer Satisfaction (CSAT).

- Regularly conduct bi-weekly check-ins, MBRs (Monthly Business Reviews), and QBRs (Quarterly Business Reviews) to track progress and identify improvement areas.

- Ensure customers achieve their ROI and activation outcomes by aligning solutions with their business objectives

- Identify and execute upsell opportunities by understanding customer business needs and introducing relevant Skit.ai solutions.

- Work closely with internal teams, including product, support, and engineering, to communicate customer requirements and feedback.

- Oversee and review CS operations, including ticket management, SLA adherence, and support reviews.

Qualifications:

- 15+ years of experience in customer success, client relationship management, or similar roles in the BFSI or SaaS industry working high ticket size enterprise deals.

- Proven ability to build and maintain strong customer relationships, with a deep understanding of their business value.

- Experience in tracking and improving NPS, CSAT, and other customer success metrics.

- Ability to align customer goals with business outcomes and drive long-term partnerships.

- Strong team leadership and cross-functional collaboration skills.

- Excellent verbal and written communication skills, with the ability to influence and manage stakeholders at all levels.