Client Success Lead

About the job

Client Success Lead Role Summary The Client Success will own ... the end-to-end client support and success function, ensuring clients achieve maximum value from the product. This role is client-facing and works closely with Product Managers, Engineering, and Leadership to deliver proactive support, manage escalations, and build a scalable client success team. Key Responsibilities • Own client success operations across self-serve support, L1 support, expert escalation, and leadership escalation paths. • Act as the primary client-facing lead for complex queries, incidents, and relationship management. • Ensure timely resolution of issues while proactively driving adoption, understanding, and trust in product outputs. • Define and manage SLAs, prioritization, and escalation frameworks. • Build, train, and lead the client success team as the function scales. • Partner closely with Product Managers to translate client feedback into product and UX improvements. • Coordinate with Engineering and domain experts for deep-dive investigations and issue resolution. • Own client success documentation, onboarding materials, and knowledge base. • Track and report on client health, support performance, and success metrics to leadership. Required Experience & Skills • 2+ years of experience in client success, customer support, or service delivery. • Strong client-facing communication and stakeholder management skills. • Experience building or managing teams and operational processes. • Ability to work cross-functionally with Product, Engineering, and Leadership. What Success Looks Like • Clients experience clear ownership, predictable SLAs, and high trust in support. • Support queries are increasingly resolved via self-serve and L1, with efficient L2 escalation. • Strong feedback loop between clients → support → product → leadership. • A well-trained, scalable support team with clear roles and accountability. • Leadership has clear visibility into support performance and client sentiment. Why you do not want to miss this career opportunity? • We are a mission-driven firm that is revolutionising the Insurance and Banking industry. We are not aiming to incrementally push the current boundaries, we redefine them. • Customer centric organisation with innovation at the core of everything we do. • Capitalise on an unparalleled career progression opportunity. • Work closely with senior leaders who have individually served several CEOs in Fortune 100 companies globally. • Develop highly valued skills and build connections in the industry by working with top-tier Insurance and Banking clients on their mission-critical problems and deploying solutions integrated into their day-to-day workflows and processes. • For the past decade, India office has been on the forefront. What started as a vision has evolved into something much bigger. We are at the brink of an exciting new chapter. It's time to go big. We are growing at an unprecedented pace. But we are not just expanding for the sake of growth-we are strategically positioning ourselves for greater impact and success in this fast-evolving market. The Successful Applicant A successful Client Success Support should have: • A background in the Technology & Telecoms industry or related fields. • Strong problem-solving skills and attention to detail. • Excellent communication and interpersonal skills. • Proficiency in handling client interactions and providing effective support. • Ability to collaborate with cross-functional teams to achieve common goals. • A proactive approach to identifying and resolving client challenges. What's on Offer • Competitive employment terms. • Collaborative and supportive work environment. • Professional growth and learning opportunities. If you are excited about this opportunity and meet the requirements, we encourage you to apply. Join us in making a difference in the Technology & Telecoms industry!

Requirements

• Client success
• Customer support
• Stakeholder management
• Team management
• Cross-functional collaboration

Qualifications

• Bachelor's degree or equivalent
• 2+ years of experience

Preferred Technologies

• Client success
• Customer support
• Stakeholder management
• Team management
• Cross-functional collaboration

Benefits

• Competitive employment terms
• Collaborative work environment
• Professional growth opportunities

About the company

Our client is a small-sized company operating in the Technology & Telecoms industry, providing innovative services to their customers. They are committed to delivering high-quality solutions and maintaining strong relationships with their clients.