Senior Client Success Manager

About the Role - Please read carefully before applying.

Pipefy is seeking a Customer Success Team Lead (India) to lead our post-sales operations in the region through a Player-Coach model. This role combines direct enterprise account ownership with team guidance, operational cadence, and cross-functional leadership. You will directly manage high-complexity strategic accounts while helping the broader team operate with consistency, discipline, and impact.

Why This Role Matters

• Strategic Impact:India and the BPO sector represent a core growth engine for Pipefy.
• Customer Health & Governance: Elevates post-sales ownership, risk management, and executive alignment across key accounts.
• Cross-Functional Alignment: Ensures seamless coordination between Customer Success, Professional Services, Product Management, Support, and Sales.

Role Architecture & Time Allocation

• Strategic Account Ownership (60%): Managing complex accounts, driving adoption, retention, and expansion.
• Team Leadership / Player-Coach (25%): Coaching CSMs, guiding account strategies, and driving team discipline.
• Operating Model & Cross-Functional Execution (15%): Establishing playbooks, unblocking obstacles, and aligning with global CS leadership.

Key Responsibilities

1. Strategic Account Ownership (60%)

• Manage a select portfolio of complex, high-impact enterprise accounts in the India/BPO region.
• Build strong, trusted relationships with key customer stakeholders and executive sponsors.
• Drive product adoption, value realization, account retention, and growth opportunities.
• Proactively identify account risks and build clear mitigation plans.
• Lead executive business reviews, success planning, and account health updates.
• Manage customer escalations with urgency, structure, and direct ownership.
• Partner with Sales and Account Management on commercial strategy, renewals, and expansions.

2. Team Leadership & Player-Coach (25%)

• Lead weekly operating cadences and reviews for the local post-sales team.
• Coach Customer Success Managers on account management, risk mitigation, and executive engagement.
• Enhance the quality of account planning, health tracking, and operational follow-ups.
• Maintain clear visibility into risks, blockers, and required next steps across accounts.
• Establish clear ownership, action items, and success metrics for all critical accounts.
• Foster a culture of accountability, operational discipline, and customer-centric execution.

3. Cross-Functional Leadership & Operations (15%)

• Collaborate closely with Professional Services, Product, Support, and Sales to solve customer bottlenecks.
• Translate customer feedback and operational risks into actionable internal priorities.
• Improve process handoffs between Sales, Implementation, and Customer Success.
• Develop lightweight playbooks, reporting routines, and standardized operational cadences.
• Align regional priorities with global Customer Success strategy and leadership.

Key Success Metrics

• High retention rates and effective risk mitigation across strategic accounts.
• Demonstrated customer adoption and value realization progress.
• Consistent health management, forecast accuracy, and account plan quality across the team.
• Prompt resolution of customer escalations and removal of operational roadblocks.
• Strong cross-functional collaboration across CS, Product, Support, and Sales.
• Enhanced team maturity in executive communication and account governance.

Candidate Profile & Qualifications

Required Experience:

• Solid background in Customer Success or Account Management within B2B SaaS or tech companies.
• Proven track record managing enterprise-level, complex customer portfolios.
• Demonstrated experience in risk management, value realization, and escalation handling.
• Strong executive presence and communication skills.
• Experience partnering cross-functionally with Sales, Support, Product, and Professional Services.
• Experience mentoring, coaching, or guiding team members.
• Fluent written and spoken English.

Preferred Experience:

• Background in SaaS, workflow automation, low-code/no-code, or enterprise platforms.
• Familiarity with BPO operations, shared services, or process transformation clients.
• Prior experience as a Player-Coach, Team Lead, or regional motion owner.
• Experience working in global organizations across multiple time zones.
• Knowledge of health scoring methodologies, renewal forecasting, and escalation frameworks.

Key Attributes:

• Hands-on, structured, and operationally disciplined.
• Calm, authoritative, and structured during critical customer escalations.
• Customer-obsessed with strong commercial awareness.
• Adaptable and effective in fast-paced or ambiguous environments.