Lead- Customer Success Manager

About the role

We’re looking for a Customer Success Lead to build and scale our Customer Success function as we grow our B2B SaaS business. This is a hands-on leadership role where you will own the customer journey from onboarding and activation to retention, renewals and expansion . You will also build the CS team, establish processes and playbooks, and work closely with Product and Sales to improve the overall customer experience.

What you'll do

• Build & Lead the CS Team
• Hire, coach and develop the Customer Success team
• Set clear goals, review performance and build a high-performing CS culture
• Plan team capacity based on customer and account load
• Conduct regular account reviews and identify risks and opportunities

What you need

• 6–10 yrs of experience
• Customer success
• CRM
• Freshdesk
• HubSpot
• Escalation handling
• Sales
• Any graduate

Good to have

• Tally
• Bookkeeping