Head of Customer Success

Job Title : Head CSM

Department : Customer Success

Location : Bangalore [In-Office]

Who We Are

Established in 2015, ClickPost is Asia's largest Logistics Intelligence Platform, working with companies such as Walmart, Nykaa, Meesho, Adidas etc. to help them improve post purchase customer experience.

We have been profitable for the past 5 years and are backed by some of the biggest investors around and are growing 2x year on year.

We are one of the rare startups working at cutting edge technology, with enormous scales and a brand name that is well respected in Indian Saas and e-commerce world. Our core values of transparency, continuous learning, ownership, and speed have fostered a dynamic culture. With several ex startup founders on the team, we've created a workplace that's both engaging and rich with learning opportunities.

Key Success Metrics (Primary KPIs):

• Upsell / Expansion Pipeline: Qualified expansion pipeline created (by month/quarter), conversion to closed-won in partnership with Sales and Marketing
• Revenue Retention: Net Revenue Retention (NRR) and Gross Revenue Retention (GRR), churn reduction, renewals predictability.
• NPS: Overall NPS and improvement over time; driver analysis and action plans. Secondary indicators (supporting): product adoption health, renewal on-time rate, time-to-value, escalation handling, support/CSAT alignment, customer advocacy (reviews, references, case studies).

What you'll do (Responsibilities):

1. Own renewals and retention outcomes

• Build a renewal operating rhythm: forecasting, risk management, stakeholder mapping, and renewal execution.
• Reduce churn via proactive health monitoring, save motions, and executive escalations.
• Implement consistent QBR/MBR motions and measurable value realization per account.

2. Build a predictable expansion engine (upsell + cross-sell)

• Create and run a repeatable process to generate expansion pipeline from the customer base.
• Partner with Sales/Marketing to define qualification, pitching and closing
• Enable CSMs to identify triggers and convert them into pipeline.

3. Improve customer experience and NPS

• Own the NPS program end-to-end Drive initiatives across CS, Product, Support, and Sales to improve key NPS drivers.
• Build customer advocacy: references, testimonials, reviews, and community.

4. Build and scale the CS org

• Hire, coach, and manage Customer Success Managers, and CS Ops
• Define CSM playbooks: adoption, QBRs, renewal playbooks, expansion playbooks, risk playbooks.
• Establish performance management and a culture of accountability.

5. Operate with strong systems, process, and data

• Implement/scale CS tooling and dashboards (CRM, CS platform, product usage data, NPS tooling).
• Create customer health scoring and ensure it's accurate, actionable, and tied to renewal outcomes.
• Produce monthly/quarterly exec reporting: retention, churn drivers, expansion pipeline, NPS trends, top risks.

6. Be the voice of the customer internally

• Drive structured feedback loops to Product/Engineering with clear prioritization and business impact.
• Influence roadmap by translating customer insights into revenue and retention outcomes.
• Collaborate with Marketing on case studies, webinars, and customer storytelling.

What we're looking for (Qualifications):

• 8-12+ years in B2B SaaS (or SaaS-like recurring revenue) with 5+ years leading CS teams.
• Proven track record owning renewals + retention and building expansion/upsell pipeline from existing accounts.
• Demonstrated impact on NRR/GRR and NPS
• Strong customer-facing leadership: executive presence, negotiation, escalation handling, and stakeholder management.
• Strong operational rigor: forecasting, dashboards, process design, and cross-functional leadership.
• Experience working closely with Sales/RevOps/Product; comfort with commercial conversations and pricing/packaging discussions.
• India-based, comfortable working with global customers/time zones (if applicable). The role is Bangalore based and work-from-office only.

What You Can Expect:

• Ownership and autonomy: You will own and drive execution end-to-end.
• Culture: We value speed and expect you to move fast and stay updated with the latest technologies. We give significant ownership with no micro-management. People grow extremely fast at ClickPost when they focus on impact and take initiative. Our team thrives on transparency.
• Compensation: Competitive salary plus performance bonus.

Benefits (for full-time roles):

• Health insurance
• Generous vacation policy,
• Learning and development budget,
• Team events and company offsites
• Company laptop and devices,
• Maternity and paternity benefits.