Lead - Customer Service - SaaS

Lead, Customer Success, SaaS product

• LOCATION - NCR (On-site)
• REPORTING TO - Founder
• TEAM SIZE - 50+

About the Role:

This is a high-growth SaaS business serving SMB customers and scaling rapidly. The product is mission-critical to its customers, making fast onboarding, seamless adoption, and exceptional support essential to customer success.

The Lead, Customer Success will own the complete customer onboarding, activation, support, and retention journey, ensuring every new customer is able to independently use the product within defined service levels while building scalable customer success operations to support rapid growth.

Role Mandate:

The role owns two critical functions end-to-end:

1. Customer Training & Activation:

Ensure every new customer completes onboarding, receives effective product training, and becomes independently operational within the defined SLA. Coordinate with implementation teams on data migration while owning the complete customer-facing activation journey.

2. Customer Support Operations:

Lead the support function across voice, chat, email, and messaging channels, ensuring timely issue resolution, high service quality, and customer retention through strong operational discipline. Customer retention is the primary success metric for this role.

Key Responsibilities:

Customer Onboarding & Activation:

• Own the end-to-end customer activation journey from purchase through independent product usage.
• Build and scale the customer onboarding and training function.
• Design training curriculum, SOPs, playbooks, and certification processes.
• Coordinate with implementation teams to ensure seamless data migration before training.
• Monitor customer progress across defined activation milestones.
• Identify and eliminate bottlenecks impacting onboarding timelines.
• Build dashboards to monitor activation performance and SLA adherence.

Customer Support Operations:

• Lead multi-channel customer support operations across voice, email, chat, and messaging platforms.
• Drive adherence to response and resolution SLAs.
• Implement ticketing processes, escalation frameworks, quality audits, and customer satisfaction measurement.
• Deploy automation through IVR, chatbots, knowledge bases, and self-service capabilities.
• Analyze recurring issues and partner with Product and Engineering teams to eliminate root causes.

Customer Retention & Scale:

• Own customer retention and churn reduction initiatives.
• Build early warning systems to identify at-risk customers.
• Scale onboarding and support operations to support rapid business growth.
• Hire, develop, and lead customer success managers, trainers, support executives, and team leads.
• Establish operating rhythms, dashboards, performance metrics, and continuous improvement frameworks.
• Present regular operational reviews covering activation, retention, customer satisfaction, SLA adherence, and support performance.

Ideal Experience:

• 10- 18 years of experience in Customer Success, Customer Support, Contact Centre Operations, Customer Onboarding, or Customer Experience.
• Proven experience building or scaling customer onboarding and support functions at scale.
• Strong operational excellence mindset with expertise in SLAs, TATs, dashboards, and process optimisation.
• Experience implementing ticketing systems, IVR, chatbots, or customer support automation.
• Ability to build SOPs, training frameworks, escalation matrices, and quality systems from scratch.
• Strong analytical skills with a data-driven approach to decision making.
• Experience in high-growth SaaS, software products, ERP, or technology businesses preferred.

Success Metrics:

• Customer activation within defined SLA
• Response and resolution time adherence
• Customer Satisfaction (CSAT) and Net Promoter Score (NPS)
• Customer retention and churn
• Operational efficiency, including cost per activation, cost per support ticket, and automation adoption