Reports to : Senior VP Customer Experience
About LeadSquared
One of the fastest growing SaaS companies in the CRM space, LeadSquared empowers organizations with the power of automation. More than 1800+ customers with 2.50 lakhs users across the globe utilize the LeadSquared platform to automate their sales and marketing processes and run high velocity sales at scale.
Known for its verticalized, industry-centric solutions, LeadSquared serves EdTech, Education, Healthcare, BFSI, Real Estate, Automotive, and Hospitality industries. The company is headquartered in Bengaluru with a local presence in New Jersey, Philippines, South Africa, Australia, and Indonesia.
The Role
This role will lead the global implementation, onboarding, and consulting function to ensure customers achieve rapid time-to-value and long-term success. This role is responsible for building scalable delivery models, driving operational excellence, and maximizing customer satisfaction and services revenue.
Also, will work closely with Sales, Customer Success, Product, and Support teams to deliver seamless customer experiences across regions.
Key Responsibilities
- Strategic Leadership
- Define and execute the Professional Services strategy aligned with LeadSquared's growth and product roadmap.
- Build scalable implementation and consulting frameworks to support enterprise and mid-market customers.
- Drive standardization and automation of delivery processes.
- Partner with Sales and CS leadership to improve deal quality and implementation success.
- Service Delivery & Operations
- Own end-to-end customer onboarding, implementation, integrations, and customizations.
- Ensure timely, high-quality, and cost-effective project delivery.
- Establish best practices for project governance and risk management.
- Reduce implementation cycle time and improve go-live success rates.
- Team Leadership & Talent Development
- Lead and develop implementation managers, solution consultants, and delivery teams.
- Drive hiring, training, certification, and performance management.
- Build strong leadership pipelines within Professional Services.
- Foster a customer-first, accountability-driven culture.
- Financial & Commercial Management
- Own Professional Services revenue, margins, and utilization.
- Improve forecasting, billing, and collections processes.
- Partner with Sales on solution scoping, pricing, and proposals.
- Ensure profitable and scalable services engagements.
- Customer Success & Stakeholder Management
- Act as executive sponsor for strategic and enterprise accounts.
- Lead high-impact customer escalations and complex implementations.
- Improve CSAT, NPS, and onboarding experience.
- Drive strong collaboration with Account Management and Support teams.
- Process, Tools & Analytics
- Implement and optimize PSA, CRM, and project management tools (within LeadSquared ecosystem).
- Define KPIs, dashboards, and reporting mechanisms.
- Use data to drive continuous improvement in delivery performance.
- Establish governance for large and multi-region programs.
Requirements
- Bachelor's degree in Engineering, Business, or related field (MBA preferred).
- 15+ years of experience in IT Professional Services, Consulting, or Implementation.
- 7+ years in senior leadership roles managing large teams in serving BFSI, EdTech, Real Estate, Healthcare, or SaaS clients.
- Exposure to API integrations, automation, and system customizations
- Proven experience scaling delivery operations.
- Strong exposure to CRM, Marketing Automation, or Enterprise SaaS platforms.
- Experience in global customer delivery.
Why Should You Apply
- Opportunity to lead a critical growth function in a high-performing SaaS company.
- Work with global customers and enterprise accounts.
- Strong career growth and leadership exposure.
- Culture focused on innovation, ownership, and customer success.
Interested
If this role sounds like you, then apply with us! You have plenty of room for growth at LeadSquared.
