Customer Success Lead

This is a fully remote position, open to applicants in India.

📋 Description

• Take charge of the complete relationship with key internal stakeholders across finance, HR, sales, delivery, and various business functions.

• Serve as the main point of contact for stakeholder inquiries, escalations, and feedback.

• Collaborate with engineering leaders to convert business requirements into prioritized roadmap needs.

• Monitor and report on stakeholder satisfaction, adoption rates, and unresolved issues.

• Set and manage expectations concerning delivery timelines, incident resolution, and change communications.

• Conduct regular check-ins, business reviews, and updates on the roadmap.

• Work with Care/Production Support on major incident communications and follow-up actions.

• Identify recurring tensions between business and systems teams and promote process or communication enhancements.

• Expand assigned accounts by identifying opportunities with executive sponsors, finance and operations leaders, and IT stakeholders.

• Organize and execute quarterly business reviews that report on realized value, challenges, risks, and priorities for the next quarter.

• Advocate for the internal customer perspective in engineering discussions while considering technical and delivery realities.

⛳️ Requirements

• 5–8 years of experience in customer relationship management, technical account management, delivery/program management, or a comparable stakeholder-facing role within a technology or engineering environment.

• Proven track record of upselling and expanding accounts through relationship development, including ownership of or contribution to an expansion pipeline.

• Experience in preparing and leading quarterly business reviews with client executives, linking delivery progress to commercial outcomes.

• Ability to manage relationships with various stakeholder groups simultaneously, including senior and leadership levels.

• Excellent communication skills, capable of translating technical details for business audiences and business contexts for engineers.

• Experience in setting and managing expectations regarding delivery timelines, incidents, and change communications.

• Comfortable using ticketing, roadmap, and reporting tools such as Jira, Confluence, or similar platforms.

• Skill in interpreting satisfaction, adoption, and incident trend data and converting it into actionable narratives and items.

• Sound judgment in balancing stakeholder requests with technical feasibility and team capacity.

• Prior experience with internal business systems like CRM, ERP, HRIS, or finance platforms.

• Familiarity with ERP implementation lifecycles from design and build through go-live and post-deployment support.

• Basic technical fluency in APIs, integrations, and data flows.

• Experience in a shared-services, platform, or internal-tools organization.

• Knowledge of incident management and SLA frameworks.

• Exposure to change management or adoption/enablement programs for internal tools.

🏝️ Benefits

• Dedicated Learning & Development Budget.

• Cutting-Edge Projects utilizing the latest technologies.

• Employee-Friendly Leave Policy with a variety of leave options.

• Remote-first culture and flexible work location choices.

• Paid leaves and paid time off.

• Day 1 fully paid Medical coverage for employees and their dependents.

• 75% paid Vision coverage for employees only.

• Fully funded HSA.

• Reimbursement for approved certifications and short courses.

• An inclusive workplace that promotes equal opportunity.