This is a people management role
Candidate should come with experience operating in the US market

Job Description

Scale the CS & Solutions org - Refine and evolve the CS operating model - segmentation, coverage, engagement cadences, health scoring, escalation frameworks
Post-Sales Solutioning & Implementation -Lead solution design - scoping requirements, translating signed deals into implementation blueprints, and crafting sandbox environments that set customers up for success from day one
Post Go-Live & Expansion-Build a proactive customer health practice - don't wait for churn signals, engineer them out early
Voice of the Customer- Be the bridge between customers and Product/Engineering - translating pain points into roadmap input and keeping customers informed on progress
Operational Excellence- Establish repeatable processes and tooling (CS platforms, QBR frameworks, renewal workflows) that bring rigor at scale

The Successful Applicant

. 7-12 years of experience, with significant depth across 2-3 areas within CS implementations, solution design, account management, onboarding, or renewals

. Experience at B2B AI/SaaS companies (Series A-C preferred), working on complex, technical products - not simple self-serve SaaS

. Has managed or mentored a team of 4-6 people - someone who's led a pod, not just operated as an IC

. Comfortable engaging CXO and VP-level stakeholders in strategic, high-stakes conversations

. Has worked with US/North American customers - ideally US-based experience, or significant exposure to Western markets

. Deep familiarity with complex SaaS implementation cycles: enterprise onboarding, technical integrations, multi-stakeholder go-lives

. Experience owning and improving net revenue retention - understands the levers of adoption, expansion, and churn prevention

. Comfortable working US time zone (EST) from India

What's on Offer

. Impact: You're inheriting a strong foundation and a motivated team - your job is to elevate it and scale the function into its next chapter.

. Visibility: Direct partnership with founders on the highest-stakes customer relationships.

. Growth: Take a solid team and build it into a global CS & Solutions org.

Customer Success and Operations Lead l SaaS l Bangalore