Job Description

Designation: Customer Success Lead

Reporting To: Founder/CEO

Location: Ahmedabad

Experience: 3 to 5 years

Roles & Responsibilities

1. Customer Lifecycle Ownership

Own the end?to?end customer journey: Onboarding ? Adop?on ? Value Realisation ? Renewal Define and track Time to First Value (TTFV) across customer segments Create clear success milestones for different customer segments
2. Subscription & Retention Strategy

Analyse one?time campaign clients to identify: High?potential accounts for conversion to subscriptions and Reasons for non?conversion or drop?off Build and execute subscription conversion playbooks by customer segment Drive: Net Revenue Retention (NRR) & Gross Revenue Retention (GRR)
3. Customer Feedback & Metrics

Design, implement, and manage customer feedback programs: NPS (quarterly) CSAT (post?campaign) CES (across key workflows) Conduct root?cause analysis for: Detractors, Churned accounts Present monthly customer health, feedback trends, and churn insights to leadership

Key Requirements

3-5 years of experience in Customer Success, Account Management, or Client Servicing. Strong understanding of subscription models, retention metrics, and lifecycle management. Experience working cross?functionally with Sales, Product, Ops, and Finance. Analytical mindset with the ability to translate data into strategy. Excellent communication, stakeholder management, and presentation skills. Prior experience in SaaS, digital media, ad?tech, or mar?tech is a plus.
Job Types: Full-time, Permanent

Pay: ₹900,000.00 - ₹1,200,000.00 per year

Benefits:

Provident Fund
Work Location: In person