Lead Customer Success, SaaS

Job Summary

Our ideal candidate must be a strategic leader with strong SaaS & AI experience, capable of optimizing existing customer success operations, improving customer outcomes, leveraging data for decision-making, and influencing cross-functional teams to enhance the overall customer experience. The candidate will be executing SeamlessHR's customer success strategy to drive customer retention, product adoption, customer satisfaction, and long-term revenue growth. Also, providing leadership across the Customer Success unit. He/She will ensure that customers consistently realize value from SeamlessHR solutions while driving operational excellence, scalable processes, and a customer-centric culture across the organization.

Job Details

1. Strategic Leadership & Department Management

Execute the overall Customer Success strategy aligned with SeamlessHR's business objectives.
Lead and mentor customer success members to achieve the departmental goals.
Establish clear performance objectives, success metrics, and accountability frameworks across all CSMs
Continuously evaluate and optimize customer success processes, workflows, and operating models to improve efficiency and customer outcomes.
Foster a high-performance culture focused on customer value, innovation, collaboration, and continuous improvement.

2. Customer Retention & Growth

Own company-wide customer retention and renewal performance.
Develop strategies to reduce customer churn and increase customer lifetime value.
Partner with Sales, Product and Account Management teams to identify expansion opportunities within existing customer accounts.
Monitor customer health indicators and implement proactive interventions for at-risk customers.
Drive customer advocacy initiatives that strengthen customer loyalty and increase referrals.

3. Customer Experience & Value Realization

Ensure customers achieve measurable business outcomes through SeamlessHR solutions.
Champion customer-centric practices across the organization through various touch points.
Oversee customer journey optimization across onboarding, adoption, engagement, support, renewal, and advocacy stages.
Establish frameworks for capturing customer feedback and translating insights into actionable improvements.
Drive Voice of Customer (VoC) programs that influence product development and service delivery.

4. Operational Excellence

Continuously refine customer success policies, playbooks and service standards.
Implement scalable customer success processes and best practices.
Leverage AI and automation, and customer success platforms to improve team productivity, reduce head counts and customer engagement.
Ensure operational consistency across Customer Success, Customer Engagement, and Customer Support functions.

5. Cross-functional Collaboration

Partner closely with Product, Engineering, Sales, Marketing, Implementation, and Finance teams to improve customer outcomes.
Serve as the executive voice of the customer within SeamlessHR.
Influence product roadmap discussions using customer insights, trends, and feedback.
Drive alignment between commercial objectives and customer success initiatives.

Requirements

Bachelor's degree.
10+ years of experience in Customer Success, Customer Experience, Account Management, or Customer Operations.
Minimum of 3 years in a leadership role managing multiple customer-facing functions.
Experience in a B2B SaaS environment is required.
Proven track record of driving customer retention, adoption, and revenue growth.
Strong experience leading managers and scaling high-performing teams.
Excellent stakeholder management and executive communication skills.
Strong analytical and problem-solving capabilities.

About Company

SeamlessHR

https://seamlesshr.com/

SeamlessHR.com Limited is an equal opportunity employer and we offer employment based on merit. We do not discriminate on the grounds of age, gender, race, disability, sexual orientation, and religion/belief. Our work environment is fun, fast-paced, dynamic and collaborative with a team of passionate and talented Seamstars. We love what we do and we work hard (we also play hard) to deliver the best technology solutions to our clients. We are driven by the following core values - Excellence, Judgment, Innovation, Communication, Candour, Selflessness, Thirst, Responsibility & Initiative. If this resonates with you, join us and be a part of our journey to building a healthy unicorn.