ETP | Leadership Hiring | Enterprise Head - Customer Success

We are seeking an accomplished and strategic Customer Success leader to head the India region who thrives in enterprise software sales.

Role: Country Manager - India

Department: Customer Success Management

Location: Sakivihar, Mumbai

Work Mode: Work from office

Working Days: Monday to Friday

Experience: 20+ years

Note: This role requires domestic and/or international travel for 2-3 weeks per month (or as needed based on business requirements)

Key Responsibilities:

• Act as the Single Point of Contact and Executive Sponsor for Customer Success across India, ensuring strategic ownership and executive visibility across the customer lifecycle.
• Lead end-to-end client management including executive relationship building, governance cadence, QBRs, escalation management, risk mitigation, and long-term account planning. Unified Commerce Solutions
• Build trusted advisor relationships with CXO and senior leadership stakeholders within customer organizations, positioning ETP as a strategic transformation partner rather than a transactional vendor.
• Work closely with internal CXO leadership (Sales, Product, Delivery, Finance, and Global Teams) to align regional customer strategy with corporate growth, profitability, and product roadmaps.
• Own customer revenue performance across India, including renewals, upsell, cross-sell, retention protection, and identification of new net revenue opportunities.
• Drive structured account planning and expansion strategies to increase wallet share, penetration across business units, and multi-year contract value.
• Establish strong customer governance frameworks including success plans, executive dashboards, adoption reviews, and value realization tracking.
• Collaborate with Solution Architects and delivery teams to design and present tailored enterprise solutions aligned to customer business objectives.
• Build and execute structured programs focused on customer adoption, usage optimization, ROI demonstration, and digital transformation initiatives.
• Strengthen and scale the existing Customer Success team in India by implementing clear role charters, success metrics, playbooks, and accountability frameworks.
• Mentor and develop Customer Success leaders and managers in consultative engagement, executive communication, negotiation, and enterprise account management.
• Foster a high-performance, customer-first culture grounded in ownership, measurable outcomes, and proactive risk management.
• Partner cross-functionally to ensure seamless execution from pre-sales alignment to post-sales delivery and ongoing lifecycle management.
• Provide structured market insights and customer feedback to influence product evolution and GTM strategy.
• Act as the regional voice of the customer within the global leadership framework, ensuring alignment between local market realities and global strategic priorities.

Experience and Skills:

• Demonstrated ability to align customer and organizational vision into a shared long-term strategic roadmap that drives sustained value creation.
• Proven experience managing large, complex enterprise portfolios with strong executive presence and credibility at the CXO level. Unified Commerce Solutions
• Consistent track record of delivering revenue growth through renewals, expansion, and strategic account development.
• 20+ years of leadership experience in Enterprise Sales, Consulting, or Customer Success within enterprise software or technology-led environments.
• Strong people leader who builds collaborative, high-performance teams and fosterscross functional alignment.
• High emotional intelligence to manage executive relationships, negotiations, and escalations effectively.
• Detail-oriented and governance-focused, combining commercial discipline with execution excellence