Customer Success Team Lead Manager

Target Markets: India & Australia

Vertical Focus: Retail E-commerce & Customer-Facing Business

Experience Level: Mid-level / Senior Mid-level (47 years)

Reports To: Founders / GTM Leadership

About Us:

At we are pioneering the next generation of Customer Intelligence. Our platform serves as the North Star for consumer brands empowering them to unify disparate customer data automate personalized omnichannel engagement and deploy advanced AI Agents for sales support and marketing. From unearthing deep analytics via our CDP (Customer Data Platform) to operationalizing AI for conversion simplifies retention and accelerates revenue growth for high-transaction data-rich industries across India and Australia.

The Role:

We are looking for a high-performing technically sound Customer Success Team Lead to join our team in Hyderabad. This is a mid-level player-coach role where you will balance managing your own portfolio of high-value retail accounts while leading and mentoring a small team of junior Customer Success Managers (CSMs) and Support Associates.

You will have operational oversight over your teams core metrics across three critical pillars: Seamless Client Onboarding Support Ticket SLA Adherence and Account Revenue Retention.

Key Responsibilities:

1. Team Leadership & Operations (New Section):

• People Management: Oversee mentor and coach a small team (24 members) of junior CSMs and Support executives in Hyderabad.

• Performance Tracking: Monitor team KPIs including account health scores first-response times on support tickets time-to-onboard and renewal rates.

• Workload Allocation: Fairly distribute incoming new accounts and technical support tickets across the team to ensure high-quality delivery without bottlenecks.

• Escalation Point: Act as the first point of escalation for complex customer issues or technical hurdles faced by your team members.

2. Onboarding & Implementation Support:

• Standardize Playbooks: Ensure the team follows standard onboarding playbooks to help retail brands quickly configure their profiles messaging channels (WhatsApp API SMS Email) and AI Agents.

• Lead Key Implementations: Personally lead onboarding for our largest or most strategic retail clients in India and Australia to ensure a flawless first impression.

3. Support Ticket Queue Management:

• SLA Governance: Ensure your team responds to and resolves day-to-day incoming technical tickets within agreed-upon Service Level Agreements (SLAs).

• Engineering Alignment: Work closely with our Hyderabad-based product and engineering teams to escalate critical bugs deliverability issues or system downtimes affecting your teams clients.

4. Revenue Retention & Account Health:

• Pipeline Review: Regularly review the renewal pipeline with your team to identify at-risk accounts early and deploy retention strategies.

• Drive Portfolio Net Retention: Take shared accountability for minimizing customer churn and encouraging account expansion (e.g. onboarding additional retail store locations or adding more Zithara AI Agents).

Qualifications & Requirements:

• Experience: 47 years of hands-on experience in Customer Success or Technical Account Management within a B2B SaaS environment with 12 years of experience informally mentoring leading or directly managing team members.

• Skillset: A strong mix of people-leadership skills technical troubleshooting ability and commercial account management acumen.

• Tech Stack Literacy: Familiarity with helpdesk ticketing platforms CRM software messaging APIs (WhatsApp Business API) and data tracking. Exposure to the Retail/E-commerce tech vertical is highly valued.

• Communication & Multi-Zone Experience: Fluent English communication skills to confidently deal with enterprise accounts and lead team syncs across India and Australian time zones.

• Location: Based in or willing to relocate to Hyderabad.

What to Expect (Why Join Us):

• The Perfect Stepping Stone: This role bridges the gap between being an individual contributor and a full department head offering an accelerated path to senior leadership.

• Cutting-Edge Tech: Lead a team delivering advanced Customer Data Platform (CDP) and conversational AI technology to the fastest-growing retail brands.

• Competitive Compensation: Attractive base salary plus performance bonuses tied directly to your teams retention metrics.