Customer Success Lead

Job Title: Lead Customer Success & Support Location: (Pune / Onsite) Role Overview We are looking for a strategic and technical Customer Success & Support Lead to own the entire post-sales journey. You will lead the charge in ensuring our customers are supported when they have issues and successful in achieving their business goals. In this role you will manage high-value accounts while building the systems, documentation, and teams required to scale our support and success operations. Key Responsibilities 1. Strategic Success & Retention (Relationship) Success Playbooks - Define the customer lifecycle, from initial onboarding to maturity and annual renewal. Retention Ownership - Own the Net Revenue Retention (NRR) metric. Proactively identify at-risk accounts and execute save plans. Executive Presence - Conduct Monthly / Quarterly Business Reviews with key stakeholders to understand customer pain points 2. Technical Support Excellence (Resolution) Support Operations - Manage the suppo...