Digital Customer Success

About Us

Keka is a leading provider of HR, Payroll, and Performance Management software for Small and Medium Businesses (SMBs). We are committed to delivering innovative solutions that help businesses optimize their workforce and drive organizational success. At Keka, Customer Success is at the heart of everything we do, ensuring that our clients maximize the value of our software and achieve tangible business outcomes. We are looking for a dynamic and experienced Group Manager for Customer Success to lead our Indian SMB market efforts and support our operations.

Job Summary:

As the Group Manager for Customer Success, you will lead a team of customer success managers, ensuring that our SMB customers in India receive the highest level of support and guidance in adopting and deriving value from our products and services. The Group Manager, Digital Customer Success, is also responsible for implementing and building tools and strategies to ensure that customers achieve their desired outcomes.

Key Responsibilities

1. Leadership & Team Management

• Lead and mentor a high-performing Digital Customer Success team responsible for the Indian SMB market.
• Develop and execute strategies to drive customer satisfaction, retention, and expansion within the SMB sector in India.
• Set clear performance expectations, KPIs, and goals for the team, and ensure regular performance reviews and coaching.
• Oversee and optimize customer onboarding, engagement, training, and support processes.
• Work closely with the Sales and Product teams to ensure seamless integration and delivery of customer solutions.
• Proactively identify potential churn risks and develop strategies to mitigate them.
• Ensure customer feedback is collected, analyzed, and acted upon to improve our products and services.

• Collaborate with Product, Sales, and Marketing teams to ensure customer feedback informs product development and marketing strategies.
• Work closely with the Support team to address any customer issues or challenges promptly, ensuring a smooth resolution and high satisfaction levels.
• Provide valuable insights and contribute to the development of new customer success tools, processes, and technologies.

• Analyze customer data and success metrics to evaluate team performance, customer satisfaction, and overall success.
• Report on customer success KPIs (e.g., NPS, retention rates, churn) and provide actionable insights for continuous improvement.
• Implement tools to reduce dependence on manual processes.

Minimum Qualifications & Skills:

Experience

• 5+ years in customer success, account management, or related roles, with experience managing SMB markets in India.
• Proven leadership in managing and mentoring high-performing customer success teams.

Market Knowledge

• Deep understanding of the Indian SMB market, including customer pain points, challenges, and opportunities.
• Customer-centric mindset focused on delivering outstanding experiences and value.

Communication

• Excellent verbal and written communication skills to engage stakeholders at all levels.

Education

• Bachelor's degree in Business, Marketing, or a related field (MBA is a plus).

Preferred Qualifications

• Experience in SaaS or tech-related customer success roles.
• Knowledge of CRM systems and customer success tools (e.g., Salesforce, Gainsight).

Why Join Us?

• Opportunity to lead and shape customer success strategies for a fast-growing global company.
• Transform the team from traditional SMB to Digital CS.
• Work with a dynamic and diverse team.
• Competitive salary and benefits.
• Flexible working hours and remote options.
• Be part of an organization that values innovation and customer success.