Team Lead - Customer Success

Department Customer Success

Designation Team Lead - Customer Success

Location Bangalore

Reporting To VP – Design and Product

The Lead – Customer Success will be responsible for scaling, mentoring, and driving the performance of the Customer Success teams across the country at Simpliwork. This leadership role will define strategy, build operational excellence, and ensure an exceptional customer experience across a diverse enterprise client base. The ideal candidate brings deep experience in managed office spaces or real estate services, and has a proven track record of leading large, customer-facing teams.

Role & Responsibilities

Leadership & Team Development

• Lead, expand, and mentor a high-performing multi city Customer Success teams,
• Set the strategy, define Objectives & Key Results (OKRs), and ensure consistent execution across all customer success functions.
• Build a culture of customer-centricity, accountability, and continuous improvement within the team.
• Drive Stake Holder management within Departments to augment services delivery

Customer Success Strategy & Architecture

• Design and scale the customer success organization, operating model, and service frameworks to meet revenue and growth ambitions.
• Develop solutions that balance service quality and scalability across multiple customer segments.
• Define standards, processes, and delivery models that ensure uniformity across all managed office locations.
• Lead CXO level Engagement for Prospective and existing clients

Industry & Customer Expertise

• Bring progressive experience in Real Estate / Managed Office Space Customer Success or Professional Services.
• Engage directly with customers as a strong advocate, ensuring their needs are represented internally and outcomes are consistently achieved.
• Build trusted relationships with key client decision-makers and enterprise stakeholders.

Cross-Functional Collaboration

• Collaborate effectively with internal departments (Operations, Projects, Sales, Facility Management, and Technology) to drive unified customer outcomes.
• Influence and align cross-functional initiatives that improve customer experience, service delivery, and operational efficiency.
• Balance the use of internal service teams and external partners to support rapid growth and deliver superior client value.

Communication & Representation

• Communicate effectively across levels—team members, senior leadership, partners, and customers.
• Represent the Customer Success function at industry forums, client governance meetings, and strategic business reviews.
• Provide insights and feedback loops that inform product, service, and operational improvements.

Skillset required

• Strong customer advocacy mindset
• Strategic thinking with execution excellence
• Leadership & team development
• Cross-functional collaboration
• Operational process design
• Excellent written & verbal communication
• Ability to balance quality, scale, and efficiency

Experience (Years) required 12+ years of relevant experience

Qualification Hotel Management Graduate/ Hospitality/Graduate