Job Description

About KekaKeka 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.Role OverviewWe're looking for an experienced and motivated Customer Success - Team Lead to lead our U.S. region customer success team. In this role, you will manage and guide a team of Customer Success Managers focused on our U.S.-based clients. You'll play a critical role in ensuring high levels of customer satisfaction, retention, and growth by driving customer outcomes aligned with Keka's value proposition.This is a high-visibility, high-impact role suited for someone with deep experience managing customer success in the U.S. market, ideally in a B2B SaaS environment.What You'll DoTeam Leadership & Development

• Lead and coach a team of 8-15 Customer Success Managers handling U.S.-based customers.
• Set team goals aligned with customer and business outcomes.
• Conduct performance reviews, regular check-ins, and professional development planning.
• Foster a culture of accountability, collaboration, and continuous improvement.

Customer Relationship Management

• Oversee customer engagements across the U.S. region, ensuring proactive support and value delivery.
• Act as the point of escalation for complex or high-value customers.
• Build and maintain strong relationships with key accounts and executive stakeholders.

Customer Retention & Growth

• Own customer retention goals for the U.S. market, including tracking and improving NRR, GRR, and churn metrics.
• Partner with sales and account management to identify upsell and cross-sell opportunities.
• Analyze customer health scores, usage trends, and feedback to pre-empt risks and increase renewals.

Strategic Operations

• Develop region-specific playbooks, best practices, and success frameworks tailored to U.S. customers.
• Monitor KPIs and report regional performance to senior leadership.
• Lead quarterly business reviews (QBRs) for high-value U.S. accounts.

Cross-functional Collaboration

• Partner with Sales, Product, Marketing, and Onboarding teams to deliver a seamless U.S. customer journey.
• Represent the voice of U.S. customers internally, influencing product roadmap and strategy.
• Work closely with Product teams to relay feedback from U.S. customers and prioritize enhancements.

What We're Looking ForExperience

• 5-7+ years in Customer Success, Account Management, or a related client-facing role.
• 2+ years of direct experience working with U.S.-based customers in a B2B SaaS environment.
• 1-2 years managing a team of Customer Success Managers or equivalent roles.
• Experience working across time zones and cultures, especially U.S. business norms and customer expectations.
• Strong preference for candidates who have led or significantly contributed to building a Customer Success function from 0-1.
• Ability to create foundational processes, define customer touchpoints, set up systems (e.g., CRM, CSM platforms), and recruit/mentor early team members.
• Comfortable navigating ambiguity and iterating quickly based on customer feedback and internal learnings.

Skills

• Strong leadership, mentoring, and coaching abilities.
• Excellent communication and interpersonal skills, with fluency in U.S. business communication standards.
• Analytical thinker with a data-driven mindset and strong reporting capabilities (ARR, NRR, GRR, CSAT, etc.).
• Proficient in tools such as Salesforce, Gainsight, Zendesk, or other CS platforms.
• High emotional intelligence and customer-centric mindset.

Keka