Head of Customer Success

About the job

About the role: The Head of Customer Success will lead and scale our client's India-based Customer Success organization, driving customer onboarding, retention, satisfaction, and expansion globally. Key Responsibilities: Leadership: • Build, hire, and mentor a high-performing Customer Success team. • Establish clear roles, success metrics, and career development paths. Customer Lifecycle Management: • Design and execute a scalable customer journey from onboarding through renewals and expansion. • Drive fast time-to-value and consistent platform adoption. Metrics & Performance: • Own key CS KPIs: retention, NPS/CSAT, usage, churn, expansion, time-to-value, and delivery timelines. • Forecast and report metrics to executive leadership. Collaboration & Escalation: • Serve as primary escalation point for high-touch customers. • Partner with Product to translate feedback into roadmap priorities. • Collaborate with Sales, Operations, and Sustainability teams for seamless service delivery. • Drive customer advocacy through testimonials and case studies. Scaling & Processes: • Build scalable processes: onboarding flows, training materials, success playbooks, and documentation. • Implement regular check-ins and usage reviews. Requirements: • 3+ years leading Customer Success, Client Success, or Account Management teams with proven scaling experience. • Track record of driving retention, renewals, expansion, and reducing churn. • Strong B2B SaaS or service-based experience with enterprise/mid-market clients. • Excellent communication skills with ability to explain complex concepts to global stakeholders.

Requirements

• Customer Success
• Leadership
• Metrics & Performance

Qualifications

• 3+ years leading Customer Success
• Strong B2B SaaS experience

Preferred Technologies

• Customer Success
• Leadership
• Metrics & Performance

Benefits

• Health insurance
• Paid time off

About the company

Growth For Impact is focused on enabling sustainability in the textile and apparel industry. They drive customer onboarding, retention, satisfaction, and expansion globally.