Technical Customer Success Lead

Technical Customer Success Lead

On-Site| 6 days working

Hindi and English (Mandatory)

Koramangala, Bangalore

Role Overview

We are looking for a Technical Customer Success Lead who will own customer retention, technical success, and account growth while leading a team of Technical Customer Success Associates. This is a hands-on leadership role, where you will directly manage key accounts, drive outcomes in the first 90 days, and ensure the team proactively solves technical and delivery issues before they impact customers.

You will act as the technical and strategic bridge between customers, product, support, and engineeringensuring high product adoption, reduced churn, and scalable customer success operations.

Key Responsibilities

1. Team Leadership & Execution

• Lead, mentor, and monitor a team of Technical Customer Success Associates.

• Set daily priorities, review performance metrics, and ensure SLA adherence.

• Coach the team on onboarding quality, integrations, and proactive issue resolution.

• Handle escalations and step in on critical or high-value accounts when required.

2. Hands-On Customer Success (IC Role)

• Personally manage key and high-risk accounts.

• Oversee complex API integrations, webhooks, and delivery issues.

• Conduct QBRs focused on ROI, delivery performance, and growth opportunities.

• Drive second recharge, retention, and account expansion.

3. Retention, Growth & Process Ownership

• Own churn reduction and second recharge metrics for the entire portfolio.

• Build and enforce onboarding playbooks, success roadmaps, and SOPs.

• Identify usage gaps and scale high-potential accounts.

• Support reseller success with documentation, workflows, and training.

4. Voice of the Customer & Cross-Functional Collaboration

• Aggregate customer feedback and technical pain points.

• Work closely with Product, Support, and Engineering to prioritize fixes.

• Advocate for improved UX, delivery transparency, and platform stability.

Metrics Owned

• Second Recharge Rate (Team & Individual)

• Time to Value (TTV)

• Proactivity Index

• Churn Reduction & Account Health

• Client Satisfaction & Feedback Quality

• Team Productivity & Onboarding Efficiency

Candidate Requirements

• 35 years in Customer Success / Technical Account Management / Support Engineering

• 1+ year in a lead or mentoring role

• Strong understanding of APIs, Webhooks, CPaaS products (WA API, RCS, SMS)

• Fluent in English & Hindi (mandatory)

• Data-driven, proactive, and execution-focused mindset