Job Description

Role: Customer Support Lead / Manager - B2B SaaS

Location:

Hyderabad

Work Mode:

Work from Office (Full-Time)

Travel Requirement:

Up to 34 days per quarter, based on business needs

Experience:

10+ Years | 3+ Years in People Leadership

Industry:

SaaS / Technology

Role Snapshot

We are looking for a

seasoned Customer Support Leader

who brings

deep SaaS expertise, strong people leadership, and a passion for customer excellence

. This is a

mission-critical leadership role

that shapes how our customers experience our product, our teams, and our brand.

The ideal candidate is someone who has

scaled support teams, built resilient processes, handled enterprise escalations, and driven transformation using technology and AI-enabled tools

. This is a

high-visibility, work-from-office leadership role

requiring close collaboration with Product, Engineering, Delivery, and Sales.

Key Responsibilities

Lead, mentor, and scale a

high-performance customer support organization

delivering consistent, world-class experiences. Drive

support strategy, operational excellence, KPIs, and service quality standards

across enterprise customers. Own

critical escalations

, crisis situations, and executive-level client interactions with speed and confidence. Build a

strong performance culture

through structured coaching, reviews, and growth frameworks. Partner closely with

Delivery, Product, Engineering, and Sales

to ensure seamless issue resolution and proactive customer success. Lead

quarterly on-site client visits (34 days)

to strengthen partnerships and uncover deeper business needs.

Own customer renewals in collaboration with Sales and Customer Success teams

, ensuring high retention and minimized churn.

Identify, influence, and execute upselling and cross-selling opportunities

through strong customer engagement, usage insights, and value positioning. Champion the

adoption of AI-powered support tools, automation, and intelligent ticket routing

. Drive

knowledge management

, documentation standards, and internal enablement for faster resolution. Convert

support data, trends, and feedback into strategic insights

for leadership and product roadmap decisions. Build a culture grounded in

ownership, accountability, empathy, and outcome-driven problem solving

.

Key Skills

10+ years of proven experience

in Customer Support, including

3+ years in a people leadership role

.

Mandatory experience in B2B / Enterprise SaaS customer support

. Strong roots in

technical support

with the ability to understand product architecture and integrations. Prior exposure to

Sales, Customer Success, or Project Management

is a strong advantage. Hands-on experience with

CRM & Support platforms

such as

Zendesk, Freshdesk, Salesforce

, or similar. High proficiency in

support metrics, SLA governance, performance analytics, and continuous improvement frameworks

. Exceptional

communication, negotiation, and conflict resolution

skills (Hindi & English preferred). Strong exposure to or keen interest in

AI-driven support automation and intelligent workflows

. Comfortable operating in a

fast-paced, high-accountability, office-first environment

.

Qualifications

Bachelors degree in

Computer Science, IT, Business Administration

, or related discipline (

MBA preferred

).

10+ years of relevant experience

in customer support with

3+ years in a leadership capacity

.

Enterprise SaaS support experience is mandatory

. Prior experience in

technical support

is highly preferred. Exposure to

AI-based support tools and automation platforms

is a strong plus.

Open to travel

for client engagements up to

3-4 days per quarter

. Must be

comfortable working full-time from the Hyderabad office

.

Why This Role is a Career-Defining Opportunity

Lead the

frontline of customer experience

for a high-growth SaaS product. Drive

enterprise-scale impact

with direct influence on product, revenue, and retention. Work alongside

senior leadership and cross-functional experts

. Build, scale, and transform

support operations with AI and automation

. A high-ownership role with

strong visibility, growth potential, and long-term leadership trajectory

.

Role:

https://www.naukri.com/customer-success-manager-jobs

Industry Type:

https://www.naukri.com/it-services-consulting-jobs

Department:

https://www.naukri.com/customer-success-jobs,https://www.naukri.com/service-operations-jobs

Employment Type:

Full Time, Permanent

Role Category:

Customer Success