Job Description

Role Overview:- As the Head of Customer Service & Success, you will be the driving force behind ensuring our customers achieve maximum impact with our IoT-powered platform. - This is a high-impact leadership role that combines strategic vision, operational excellence, and customer advocacy. You will lead cross-functional teams, build lasting client partnerships, and ensure that our technology delivers both business ROI and sustainability outcomes.- This is an opportunity for a visionary leader who thrives at the intersection of technology, customer experience, and environmental impact.Key Responsibilities:- Design and implement a customer success and delivery strategy that drives adoption, retention, and measurable sustainability impact.- Own end-to-end delivery of IoT deployments, ensuring seamless execution and consistent value realization.- Lead, coach, and scale a high-performing team of customer success managers, engineers, and service professionals.- Build trusted C-level client partnerships, acting as a strategic advisor to ensure alignment with business and environmental objectives.- Define and track KPIs, impact metrics, and customer health scores to monitor success.- Collaborate with Product, Engineering, and Sales teams to ensure a seamless customer journey and continuous innovation.- Proactively identify risks in delivery or adoption and develop mitigation strategies.- Act as a mission ambassador, ensuring that every customer engagement reinforces our purpose of water conservation and sustainability.Qualifications: Education:- Bachelor's degree in Mechanical Engineering Professional Experience:- Minimum 12 years of experience in Customer Success, Delivery, or Program Management in Water Management Companies with strong Technology inclination.- At least 5+ years in senior leadership roles managing cross-functional and geographically dispersed teams.- Proven success in driving customer adoption, retention, and operational transformation.- Strong track record of scaling delivery operations and achieving measurable customer and business impact.Skills & Certifications:- Proficiency in customer success platforms (e.g., Salesforce, Gainsight, Totango).- Strong business and financial acumen with the ability to link operational excellence to ROI and sustainability outcomes.- Certifications such as PMP, PRINCE2, Agile/Scrum, or Customer Success Leadership are a plus.- Exceptional communication, influencing, and executive presence. (ref:updazz.com)

Skills Required