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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive leadership in Customer Success Management, focusing on customer retention, product adoption, and organizational transformation within enterprise SaaS environments. Proven ability to develop high-performing teams and implement effective operating models that drive measurable customer value and revenue growth.
Highest-signal resume keywords
Customer Success ManagementEnterprise SaaS Business ModelsCustomer Lifecycle ManagementExecutive CommunicationStakeholder Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Retention StrategiesPerformance DashboardsAccount Health FrameworksRisk AssessmentData-Driven Decision Making
Soft Skills
Leadership DevelopmentChange ManagementInfluencing SkillsProblem SolvingTeam Building
Tools & Technologies
Customer Success PlatformsCRM SystemsProduct AnalyticsUsage AnalyticsSentiment Indicators
Industry Keywords
Enterprise TechnologySaaS OrganizationsCustomer EngagementRevenue RetentionOperational Transformation
About the role
Key responsibilities & impact- Lead and scale the Customer Success Management organization in Hyderabad
- Translate global Customer Success priorities into an actionable India operating strategy
- Improve customer retention, product adoption, customer satisfaction, account health, and long-term customer value
- Drive execution across enterprise and strategic customer segments
- Define operating priorities, performance expectations, resource allocation, and organizational capabilities with global leadership
- Drive NRR, GRR, renewal rate, customer health, adoption, and risk-mitigation performance
- Oversee customer portfolios and proactively address risks to satisfaction, retention, and relationships
- Partner with Account Executives and Renewal Management to develop retention strategies and identify expansion opportunities
- Ensure delivery of Mutual Value Plans, Success Plans, Solution Health Reviews, and Strategic Business Reviews
- Strengthen executive engagement and stakeholder relationships across customer organizations
- Lead, coach, and develop four Customer Success Managers
- Build scalable roles, management practices, performance standards, and career development frameworks
- Drive workforce planning, talent acquisition, onboarding, capability development, and succession planning
- Establish coaching and performance management mechanisms
- Improve operating rhythms, governance, account reviews, and performance reporting
- Apply segmentation, account health frameworks, risk assessment, escalation management, and proactive engagement strategies
- Leverage usage analytics, health scores, sentiment indicators, and dashboards for decision-making
- Manage capacity planning, resource utilization, prioritization, productivity, process simplification, automation, and best-practice scaling
- Provide executive reporting on portfolio performance, risks, priorities, and outcomes
- Partner with Sales, Renewals, Professional Services, Technical Account Management, Product, Engineering, and Support
- Represent India Customer Success in global business reviews, strategic planning, and leadership forums
Requirements
What you’ll need- 18+ years of progressive experience in Customer Success, Account Management, Professional Services, Consulting, or related customer-facing functions within enterprise technology or SaaS organizations
- Significant leadership experience managing Customer Success organizations, including direct management and development of people managers
- Proven track record leading large or complex customer portfolios with accountability for customer outcomes, revenue retention, and customer engagement
- Strong understanding of enterprise SaaS business models, customer lifecycle management, recurring revenue, and customer retention and expansion strategies
- Demonstrated ability to build and scale customer-facing teams, establish effective operating models, and lead organizational transformation
- Experience partnering with global business leaders and managing teams supporting customers across multiple geographies
- Strong commercial and business acumen linking customer success strategies to revenue protection, growth opportunities, and measurable customer value
- Experience using customer health metrics, product analytics, and performance dashboards to inform strategic decisions
- Exceptional executive communication, stakeholder management, and influencing skills
- Ability to navigate ambiguity, lead change, manage competing priorities, and create organizational clarity
- Demonstrated success developing leaders, building high-performing teams, and fostering accountability and continuous improvement
- Preferred: experience in global enterprise SaaS, sales enablement, revenue enablement, or customer experience technology
- Preferred: experience scaling an India-based Customer Success organization supporting North American and international customers
- Preferred: experience managing enterprise-to-commercial customer portfolios with complex, multi-stakeholder engagements
- Preferred: familiarity with Customer Success platforms, CRM systems, customer health analytics, and adoption measurement frameworks
- Preferred: experience leading operational transformation, process standardization, and automation initiatives
- Preferred: understanding of commercial partnerships between Customer Success, Account Management, Renewals, and Professional Services
Benefits
Comp & perks- Inclusive workplace culture focused on employee growth and belonging