Lead - Customer Success - SaaS

Lead, Customer Success

Location: NCR (On-site) | Reports to: Founder | Team Size: 50+

ABOUT THE COMPANY

We are a fast-growing billing and accounting software company serving Indian SMBs. We currently sell 550+ new licenses every month and are scaling to 1,000+ shortly (5,000+/month in the medium term), with a target of 34X annual growth. Our product is mission-critical for our customers. If a customer cannot start billing independently within a few days of purchase, we've failed.

THE ROLE WHY IT EXISTS

Every new license sold must convert into a customer who is independently billing within 34 days of payment. This involves a tightly coordinated sequence of master data migration (with the technology team), software training, and go-live confirmation. Once live, customers require responsive, high-quality support to ensure long-term retention.

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

1. Customer Training & Activation:

Ensure every new customer (5001,000+/month) completes training and starts billing independently within the defined 34 day SLA. While data migration is coordinated with the technology team, this role owns the entire customer-facing onboarding and training journey.

2. Support Contact Centre:

Lead the support operation handling post-activation queries across voice, chat, email, and WhatsApp, ensuring high-quality issue resolution within defined SLAs. Customer retention is the primary success metric for this role. Effective onboarding and support directly influence product adoption, customer satisfaction, and long-term retention.

WHAT YOU'LL DO

Customer Training & Activation:

• Own the end-to-end customer activation journey from payment to independent billing for 5001,000+ new customers every month.
• Build and scale the training function by developing curricula, SOPs, trainer capability, and completion tracking.
• Coordinate with the implementation/technology team to ensure timely master data migration before training begins.
• Track every customer through key milestones:

• 1. Payment received
• 2. Data migration completed
• 3. Training scheduled
• 4. Training completed
• 5. First independent bill generated

• Identify and eliminate operational bottlenecks impacting activation timelines, including migration delays, trainer capacity, customer availability, and product usability.

Support Contact Centre:

• Lead multi-channel customer support operations across voice, chat, email, and WhatsApp.
• Own SLA adherence for response and resolution times.
• Establish ticketing governance, escalation mechanisms, quality audits, and CSAT/NPS measurement.
• Drive automation through IVR, chatbots, FAQs, self-service portals, and knowledge management.
• Analyse recurring issues and partner with Product and Engineering teams to eliminate root causes.

Retention & Scale:

• Own customer retention through proactive monitoring of customer health indicators, including low product usage, incomplete onboarding, and recurring support tickets.
• Scale the operation from 550 to 5,000+ new customers per month while maintaining service quality and operational efficiency.
• Build and lead a high-performing team of trainers, support executives, team leaders, and managers.
• Establish operating playbooks, performance frameworks, and scalable processes.
• Present weekly business dashboards covering activation, SLA adherence, support performance, customer satisfaction, churn, and operational trends.

WHAT WE'RE LOOKING FOR

• 10 - 18 years of experience across Customer Success, Customer Support, Contact Centre Operations, Customer Onboarding, or Training Operations.
• Proven experience building or scaling customer onboarding and support functions serving hundreds or thousands of customers monthly.
• Strong operational leadership with expertise in SLAs, TATs, process design, dashboards, and execution excellence.
• Data-driven mindset with the ability to identify bottlenecks and drive continuous improvement.
• Experience implementing ticketing systems, IVR, chatbots, automation, or customer support technologies.
• Demonstrated ability to build SOPs, training programs, escalation frameworks, and quality management systems from the ground up.
• Comfortable operating in a fast-growing, rapidly evolving business environment.
• Experience in SaaS or software products preferred. Exposure to billing, accounting, ERP, or business software is a strong advantage.

HOW YOU'LL BE MEASURED

• Activation Rate: Percentage of new customers independently billing within 34 days of payment.
• Support Performance: Response and resolution times against defined SLAs.
• Customer Experience: CSAT and NPS scores.
• Retention: Monthly customer retention and churn.
• Operational Efficiency: Cost per activation, cost per support ticket, and automation adoption.