Customer Success

Keka has been a silent revolution in the making since our launch 6 years ago. Our steadfast focus on building an employee-centric HR platform was well received by more than 4000 businesses across India and the world. Today, we are India's #1 platform in the segment with the greatest number of new customers adopting the platform. All with zero advertising spend and pure customer love. We are an organization built by our employees. The passion and the extreme ownership that our people bring to the table are contagious. We don't hide and we aren't afraid to ask for help. When we fail, we learn, adapt, and do better in the future. This open culture encourages our people to innovate, regardless of their function and across departmental boundaries.

As the Team Lead for Customer Success, you will oversee and guide a team of Customer Success Managers (CSMs) to deliver an exceptional customer experience. Your primary responsibilities will include driving customer satisfaction, retention, and growth by ensuring customers achieve their goals using our product or service. You will also act as a point of escalation for complex customer issues and ensure the team operates efficiently to meet KPIs and organizational goals.

1. Team Leadership & Development: Lead and mentor a team of Customer Success Managers to ensure they provide exceptional service to customers. Conduct regular team meetings, one-on-ones, and performance reviews. Foster a positive, collaborative, and results-driven team culture.
2. Customer Engagement & Relationship Management: Oversee the team's customer interactions, ensuring timely responses and proactive engagement. Build strong relationships with key customers, acting as an escalation point when necessary. Collaborate with other teams (e.g., Sales, Product, Support) to solve complex customer challenges. Develop and maintain customer health scorecards to monitor engagement and satisfaction. Report on ARR, NRR & GRR to leadership. Conduct and review at-risk accounts & drive initiatives for improved CX.
3. Customer Retention & Growth: Drive strategies for improving customer retention and reducing churn. Identify opportunities for upselling or cross-selling, working with the sales team to expand account value. Ensure customers achieve measurable success with our products, leading to contract renewals and long-term partnerships. Monitor and analyze customer success metrics (e.g., NPS, CSAT, churn rate) and provide actionable insights. Collaborate with product teams to communicate customer feedback and drive product enhancements.
4. Cross-functional Collaboration: Collaborate closely with Sales, Product, and Marketing teams to ensure a unified approach to customer engagement. Participate in onboarding new customers, ensuring a seamless transition from sales to customer success. Serve as a customer advocate within the organization, ensuring customer feedback informs strategic decisions.

• 5-7+ years of experience in Customer Success, Account Management, or a related role.
• 1-2 years of relevant experience managing a team of 8-15 members.
• Proven track record of driving customer satisfaction and retention in a B2B or SaaS environment.
• 2-4 years of relevant experience in SaaS.
• Strong leadership, coaching, and mentoring abilities.
• Excellent communication and interpersonal skills.
• Analytical and problem-solving skills, with the ability to leverage data for decision-making.
• Proficiency with customer success software (e.g., Gainsight, Zendesk, Salesforce) and other CRM tools.
• Ability to handle high-pressure situations and customer escalations with poise.

• Experience in SaaS or technology industries.
• Experience with subscription-based models or recurring revenue businesses.
• Knowledge of industry best practices for Customer Success and Retention.