Customer Success Team Lead

Company Description

iDesign.Market is an AI-enabled workflow platform designed for interior design and construction firms. By integrating budgets, BOQs, scheduling, purchase orders, deliveries, invoicing, and team management into one cohesive system, iDesign streamlines critical project workflows. Powered by AI-driven insights, the platform helps teams mitigate risks, reduce delays, eliminate errors, and enhance execution efficiency for projects. Trusted by over 250 tier-1 firms, iDesign is revolutionizing project management in the architecture, engineering, and construction (AEC) industry.

Role Description

This is a full-time, on-site role for a Team Leader Customer Success, based in Delhi, India. The role involves leading and developing the Customer Success team, ensuring customer satisfaction, and fostering long-term customer relationships. Responsibilities include implementing customer retention strategies, analyzing customer needs and feedback, providing solutions to enhance satisfaction, collaborating with internal teams to address customer issues, and driving the overall success of client accounts. The role also includes ensuring seamless onboarding and delivering exceptional experiences to clients.

Key Responsibilities

• Own the end-to-end customer lifecycle: onboarding, adoption, retention, and expansion
• Build and manage strong relationships with key clients and stakeholders
• Ensure smooth onboarding and successful product implementation for new customers
• Track customer health metrics and proactively address risks
• Drive product adoption and usage across accounts
• Act as the voice of the customer internally and collaborate with Product, Sales, and Tech teams
• Handle escalations and ensure timely resolution of client issues
• Develop and optimize customer success processes, playbooks, and workflows
• Lead, mentor, and scale the customer success team (if applicable)
• Identify upsell and cross-sell opportunities in collaboration with Sales

Qualifications

• Strong skills in Customer Satisfaction and Customer Retention to build and sustain long-term client relationships.
• Proficiency in Account Management and managing customer portfolios effectively.
• Excellent Communication and interpersonal skills for engaging with clients and internal teams.
• Exceptional Analytical Skills to assess customer feedback, identify challenges, and propose effective solutions.
• Proven leadership and team management skills to lead a Customer Success team and align with organizational goals.
• Ability to strategize and implement initiatives to improve customer experience and retention rates.
• Experience in the AEC or SaaS industry will be considered a strong advantage.
• Bachelor's degree in Business Administration, Management, or a related field; advanced degree preferred.

About Founders

The current founding team has over 20 years of experience in the industry and has left well-established careers to address industry problems in proptech. Our CEO (Ashish Dhingra) has been part of the Architecture Construction space for over 10 years and has spent over a decade in international banking. Our CPO (Kartik) is a proven product leader and was heading product in his earlier role at e-gurukul.

Visit our website: www.idesign.market.

Email us at: [Confidential Information]