Customer Success Lead

Role- Customer Success Lead

Experience- 3–5 Years | Full-time

About ZocialOne

ZocialOne is an AI-powered Growth Marketing platform for businesses. One platform to create, post, schedule, reply, and analyze across 7 social media platforms — Facebook, Instagram, YouTube, LinkedIn, Pinterest, Threads, and Google Business Profile.

At the core of ZocialOne is Zoe — an autonomous AI marketing agent that handles the complete social media marketing lifecycle for businesses: research, strategy, content creation (images, videos, copy), scheduling, publishing, inbox management, community engagement, analytics, competitive intelligence, and continuous optimization. Zoe interacts through text and voice, remembers brand context across sessions, and serves real enterprise clients in production today.

We have a growing customer base — small businesses and enterprise clients — with plans ranging from ₹2,000 to ₹15,000/month. Partnerships are being forged with restaurants, accountants, payment platforms, franchise networks, and more. Now we need someone who ensures every customer and partner we bring in stays, grows, and becomes a champion for ZocialOne.

You will be the first dedicated Customer Success hire. There is no playbook. You will write it.

What You'll Do

• Customer onboarding — own the end-to-end onboarding experience for new SMB customers and enterprise clients. Get them live, get them creating content, get them seeing results — fast. Time-to-value is your obsession. A customer who doesn't activate in the first week is a customer you're about to lose.
• Relationship management — build and manage ongoing relationships across both customer segments — direct SMB customers and channel/affinity partners. You are their primary point of contact, their advocate, and their growth advisor. You know every customer by name and you know their business.
• Health monitoring and churn prevention — track health metrics (usage frequency, feature adoption, login patterns, content creation volume, NPS) and intervene early on at-risk accounts before churn happens. You don't react to cancellation requests — you prevent them. You spot the drop in usage, the missed login, the unanswered message — and you act before the customer even knows they're at risk.
• Upsell and expansion — identify and execute expansion opportunities in existing accounts. Credit packs, plan upgrades, additional platform connections, enterprise tier conversions. You grow Net Revenue Retention, not just logo retention.
• Playbook creation — build onboarding playbooks, help documentation, success frameworks, and QBR templates from scratch, from zero. You are building the CS function, not inheriting one. What you build is what the next hire inherits.
• Voice of the customer — be the company's structured feedback channel. Feed product with actionable insights on friction points, feature gaps, and unmet needs. Not anecdotes — patterns. Not customers are unhappy — 7 out of 12 restaurant customers drop off at the Instagram connection step because they don't understand Business Account vs Creator Account.
• Sales handoff and alignment — work closely with the Sales & BD Lead to ensure smooth post-sale handoffs and a seamless customer experience from first demo to long-term retention.
• CS infrastructure — set up the helpdesk, CRM workflows, health dashboards, renewal tracking, and customer segmentation systems that scale as we grow. You configure this yourself — you don't hand requirements to a tech team.

What You'll Need

• Startup CS experience — 3–4 years in a Customer Success or Account Management role at an early-stage startup. You have built processes from scratch, not followed existing playbooks. You've been the entire CS team — no support agents beneath you, no tier-1 buffer. You've felt the chaos and you thrived.
• Demonstrated outcomes with numbers — Retention rates improved, churn reduced, NRR grown — with numbers attached. We will ask for specifics: what was churn before you joined What did you bring it down to How many accounts What was the revenue impact If you can't answer these with actual percentages and rupee figures, you weren't measuring.
• Full post-sale lifecycle ownership — Comfortable owning the complete journey — onboarding, health checks, QBRs, renewals, expansions — without a support team beneath you. You are the entire CS function on day one. You handle the enterprise client's quarterly review and the small business owner's WhatsApp question with equal attention.
• Data-driven, outcome-obsessed — You don't just talk to customers. You track outcomes — retention rate, NRR, churn rate, time-to-activation, feature adoption curves, health scores, expansion revenue. You know the difference between a customer who is happy and a customer who is actually using the product. You build dashboards, read usage data, segment accounts by health score, and act on signals — not gut feeling, not anecdotes. We will ask for your personal retention and churn numbers.
• CRM is your home — You live inside CRM and helpdesk tools every day. You personally log interactions, track customer health, set renewal reminders, build automated workflows, and configure reports. Not my team updates the CRM — YOU operate it. You can set up Zoho, HubSpot, Freshdesk, or Intercom from scratch — ticketing, customer health scoring, renewal pipelines, automation rules — without handing requirements to a tech team.
• SMB + enterprise range — Experience managing both small business customers (₹2,000–₹5,000/month, high volume, need simplicity) and enterprise accounts (₹10,000–₹15,000/month, need ROI reporting, QBRs, dedicated attention). You understand these are different relationships with different success metrics and different communication styles.
• Communication clarity — Strong written and verbal communication. You can simplify complex AI product features for a non-technical restaurant owner, a franchise manager, or a corporate marketing head. You translate complexity into confidence. When a customer is confused, your first instinct is how do I explain this better not let me escalate this.
• Product intuition — You understand SaaS products deeply enough to diagnose adoption issues, suggest workflow improvements, and identify when a customer's problem is a product gap vs. a training gap. You can run a product walkthrough as confidently as a sales demo.
• Empathy with commercial edge — You genuinely care about customers AND understand that retention drives revenue. You are not a pure support person — you are a revenue protector and grower. Every saved customer is protected ARR. Every expansion is growth you drove.
• Nice to have: Experience with social media marketing products or MarTech SaaS. Familiarity with AI-powered products and onboarding non-technical users onto them. Experience setting up helpdesk or CS tooling. Hindi + English + one regional language.

Who You Are

• Builder, not inheritor. You don't walk into a running CS org — you build one. You've created onboarding flows, health score frameworks, and renewal playbooks from a blank page before. You're energised by the absence of process, not paralysed by it.
• Proactive, not reactive. You don't wait for a customer to complain — you spot the drop in usage, the missed login, the unanswered support message, and you act before the customer even knows they're at risk. Your churn metric is low because you intervene early, not because you're good at save calls.
• Data-disciplined. You think in retention curves and NRR percentages, not activity counts. I had 20 customer calls this week means nothing to you without knowing which accounts moved from at-risk to healthy. You track your portfolio religiously and you can tell us your numbers from memory.
• Empathetic but sharp. You feel genuine responsibility for your customers success. But you also understand that a customer who isn't getting value isn't a retention problem — it's a signal. You diagnose, you don't just comfort.
• Patient and persistent. Some customers need hand-holding. Some partners need multiple follow-ups. You stay with every account until they hit their aha moment. You don't give up on people.
• Independent. You take a customer from first onboarding call to annual renewal — setup, training, health monitoring, expansion — with weekly syncs, not daily hand-holding.
• Outcome-driven. You don't just keep customers — you grow them. Retention is the baseline. NRR growth is the goal. Every interaction should move the customer closer to deeper product adoption and measurable business results.

Compensation

• Base Salary- Competitive for stage · Startup-honest
• Performance Bonus- Tied to retention & NRR targets
• Equity- ESOP consideration after 12 months of proven performance
• Growth Path- Head of Customer Success track
• Your total comp is a function of your retention and expansion ability. The structure rewards customers kept and grown, not hours logged.

Why Join ZocialOne

• Build the CS function from scratch. You won't inherit a support queue — you'll build the entire post-sale experience. Onboarding, health scoring, renewal playbooks, expansion motions — all of it. This is the kind of foundational work that creates future CS leaders.
• Protect and grow real revenue. Enterprise clients use Zoe today. When you keep a customer, that's real recurring revenue protected. When you expand an account, that's real growth. The impact is immediate and measurable.
• Champion a product that delivers real results. Zoe helps businesses create content, post across 7 platforms, and grow their presence — autonomously. When your customers succeed with Zoe, their businesses actually grow. The feedback loop is real.
• Work at the frontier of agentic AI. You'll be onboarding customers onto one of the most advanced AI marketing agents in production today. This isn't support for a spreadsheet tool — it's customer success for an autonomous AI agent. The playbooks you write will define how businesses interact with AI.

The best growth lever is a customer who will never leave.