We360.ai - Manager - Customer Success

About the Role:

We are looking for an experienced and customer-centric Customer Success Head to lead our customer success team and drive long-term customer satisfaction, retention, and revenue growth.

The ideal candidate will have 10+ years of experience in Customer Success, Account Management, or Client Services within a SaaS environment, along with a B.Tech degree to understand the technical aspects of the product.

This leadership role requires strategic thinking, strong relationship management skills, and a deep understanding of SaaS customer lifecycles.

Key Responsibilities:

- Customer Success Strategy: Define and execute the customer success vision and strategy to enhance user experience and maximize retention.

- Leadership & Team Management: Lead and mentor the Customer Success team, ensuring high performance and continuous professional growth.

- Customer Onboarding & Engagement: Oversee the seamless onboarding process and drive product adoption by educating customers on best practices.

- Retention & Expansion: Develop and implement customer retention strategies while identifying upsell and cross-sell opportunities to drive business growth.

- Customer Advocacy & Relationship Building: Build strong relationships with key decision-makers, CXOs, and stakeholders to enhance customer loyalty.

- Data-Driven Insights: Leverage customer analytics, NPS, CSAT, and Customer Health Scores to track engagement and drive strategic improvements.

- Escalation Management: Serve as the point of escalation for high-value customers and ensure quick resolution of critical issues.

- Collaboration with Cross-Functional Teams: Work closely with Sales, Product, and Support teams to improve customer experience and refine product offerings.

- Process Optimization: Continuously improve customer success workflows, playbooks, and engagement models to enhance efficiency and customer satisfaction.

Key Requirements:

- 10+ years of experience in Customer Success, Account Management, or Client Services within a SaaS environment.

- Tech degree (Preferred) with the ability to understand technical SaaS products and communicate effectively with both customers and internal teams.

- Proven experience in leading and scaling customer success teams.

- Strong knowledge of SaaS customer lifecycles, onboarding, engagement, retention, and expansion strategies.

- Excellent stakeholder management skills with the ability to engage with CXOs and senior executives.

- Experience with CRM tools (Salesforce, HubSpot, Zoho CRM) and customer success platforms to analyze data and optimize customer journeys.

- Strong analytical and problem-solving skills to identify trends, risks, and opportunities for customer growth.

- Exceptional communication, leadership, and negotiation skills.

Preferred Qualifications:

- Experience in HR Tech, FinTech, or AI-driven SaaS platforms is a plus.

- Familiarity with customer success methodologies like Net Promoter Score (NPS), Customer Health Scoring, and CSAT.

- Prior experience handling global customer accounts and enterprise clients.

What We Offer:

- A leadership role with the opportunity to drive strategic growth.

- Competitive salary with performance-based incentives.

- A dynamic and fast-paced startup-like culture with career growth opportunities.

- The opportunity to work with cutting-edge SaaS solutions and industry leaders.

- A collaborative and flexible work environment.

If youre a customer success leader with a strong technical background and a passion for building lasting customer relationships, wed love to hear from you!