Head of Customer Success - SAAS

We are currently hiring for a "Customer Success & Delivery Head" role with a leading SAAS company in Mumbai.

As the Delivery Head, you will be responsible for managing the customer service, implementation, support, and professional services teams. You will also be working closely with the Co-founders, Business Head, Sales Head and will be responsible for defining and executing the product line’s key goals to achieve the highest level of customer satisfaction and retention.

Key Responsibilities:

• Provide vision and direction to the teams to ensure operational excellence and alignment with client and business needs.

• Once the sales team has sold the product, we need to onboard new customers/ implement the software. You will be responsible for a smooth onboarding and hypercare till the customer is ready to be transitioned to the customer success team.

• Always achieve the highest level of scores for NPS, CSAT metrics.

• Set up and refine processes to achieve key SLAs, enhance efficiency, and meet customer expectations.

• Lead and oversee the Customer Service, Implementation, Support, and Professional Services teams, ensuring high performance and collaboration.

• Monitor SLAs and team performance metrics using a data centric approach to optimize outcomes.

• Act as a key escalation point and ensure client satisfaction through proactive engagement and timely issue resolution.

• Maintain a high degree of responsiveness to both internal and external stakeholders.

• Be willing to travel domestically and internationally for client meetings and project requirements.

Key Qualifications and Skills:

• 15+ years of experience, including leadership roles in IT/SaaS delivery.

• Proven expertise in managing diverse teams across customer service, implementation, support, and professional services.

• Strong ability to set up and refine operational processes to align with business and client goals.

• Exceptional communication, problem-solving, and decision-making skills.

• High adaptability, responsiveness, and availability to meet dynamic customer needs.

• Business orientation to help sales and growth teams with support needed to close deals.