VP Customer Success l SAAS l Series C l Bangalore

1. Customer Strategy & Leadership

• Build and execute the longterm customer success strategy across onboarding, adoption, retention, and growth.
• Define organizational design, hiring plans, and competencies for the Customer Success team.
• Champion a customerfirst culture across the company.

2. Customer Lifecycle Ownership

• Own the entire postsales journey from implementation to value realization.
• Create scalable onboarding, QBR, renewal, and expansion playbooks.
• Ensure high product adoption across modules

3. Drive Customer Outcomes & Metrics

• Own and improve key CS metrics:
  • Net Revenue Retention (NRR)
  • Gross Retention
  • Product Adoption
  • TimetoValue
  • NPS / CSAT
• Reduce churn through proactive health monitoring and risk management.

4. CrossFunctional Influence

• Partner with Product to influence the roadmap based on customer insights.
• Work closely with Sales to ensure smooth handoffs and joint expansion motions.
• Collaborate with Support to improve customer experience and selfserve capabilities.
• Coordinate with Marketing on case studies, advocacy, and community initiatives.

5. Operational Excellence

• Implement systems, tools, and dashboards for customer health scoring, usage analytics, renewals, and forecasting.
• Build scalable processes for enterprisegrade customers with complex integrations.
• Establish bestinclass CS operations, including segmentation, playbooks, and automation.

6. Team Leadership

• Hire, mentor, and develop worldclass CSMs, onboarding specialists, account managers, and CS Ops.
• Create a performancedriven, outcomesoriented culture with clear KPIs and career paths.
• Coach the team to have strategic business conversations with CFOs, CTOs, finance leaders, and digital transformation heads.