Job Title: Customer Success Lead
Location: Bengaluru, India
Experience: 812 years
Role Summary
The Customer Success Lead will own the post-implementation customer lifecycle, ensuring customers realize measurable value from the platform. The role focuses on customer adoption, value realization, retention, and expansion, while building strong relationships with customer stakeholders.
This leader will drive proactive engagement models, monitor customer health, and collaborate with Product, Support, and Sales teams to ensure customers achieve their security and operational objectives.
Key Responsibilities
Customer Adoption & Value Realization
- Drive adoption and usage of the platform across enterprise customers.
- Develop customer success plans aligned to customer security objectives.
- Conduct regular account reviews and executive business reviews (EBRs) with key customers.
- Identify opportunities to increase product adoption and feature utilization.
Customer Lifecycle Management
- Own customer lifecycle from post-implementation onboarding through renewal and expansion.
- Monitor customer health indicators, usage patterns, and adoption metrics.
- Proactively identify churn risks and execute recovery strategies.
Customer Engagement
- Serve as a trusted advisor to customer stakeholders, including security and IT leadership.
- Provide strategic guidance on how customers can maximize value from the platform.
- Drive proactive engagement to ensure continuous value realization.
Cross-Functional Collaboration
- Partner with Professional Services for onboarding and deployment success.
- Collaborate with Technical Support to resolve issues and ensure customer satisfaction.
- Work with Sales teams on renewal and expansion opportunities.
Customer Insights & Advocacy
- Capture and communicate customer feedback to Product and Engineering teams.
- Advocate for customers internally to influence product improvements and roadmap priorities.
Required Skills & Experience
- 8+ years of experience in Customer Success, Technical Account Management, or Enterprise SaaS account management.
- Experience managing enterprise customers and strategic accounts.
- Strong understanding of enterprise security, IT infrastructure, and SaaS platforms.
- Experience with CRM and customer success tools (Salesforce, Gainsight, Zendesk, etc.).
- Strong communication and executive stakeholder management skills.
Preferred Qualifications
- BE / BTech / MCA or equivalent technical degree
- Experience working withcybersecurity, vulnerability management, or IT infrastructure products
- Exposure to cloud platforms, on-prem infrastructure, or hybrid environments
- Customer Success or cybersecurity-related certifications (nice to have)
