Customer Success Leader
Customer Success Leader
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Job Description
Role Overview
We are seeking a Customer Success Leader to take end-to-end ownership of the customer lifecyclefrom onboarding to renewal and expansion. This strategic role will lead our Customer Success team shape our customer experience (CX) strategy manage account growth handle technical escalations and ensure CRM and workflow excellence to drive retention and revenue.
You will serve as the voice of the customer collaborating closely with Product Engineering Sales and Marketing to deliver a seamless and high-impact experience for our B2B clients.
Key Responsibilities
Customer Lifecycle Management
- Own the entire customer journeyfrom onboarding adoption and engagement to renewal.
- Develop and continuously optimize playbooks for onboarding QBRs adoption tracking and renewals.
Expansion & Retention
- Drive account expansion by identifying growth opportunities (upsell cross-sell) and proactively pitching relevant offerings.
- Monitor account health churn risk and proactively mitigate challenges to ensure retention.
Customer Advocacy & Feedback Loop
- Act as the customer advocate internallybringing structured data-driven feedback to Product Engineering and Leadership.
- Create mechanisms (NPS etc) to capture and act on customer sentiment.
Team Leadership
- Lead coach and scale a high-performing Customer Success team.
- Define KPIs set clear goals and instill a customer-first culture within the CS organization.
Technical Expertise & Support Oversight
- Ensure the CS team is equipped to handle basic to intermediate technical queries related to KodeKlouds platform.
- Serve as an escalation point for technical or strategic conversations with clients.
CRM & Infrastructure
- Oversee the CRM system (e.g. HubSpot) used by the CS teamensuring clean data automation and effective reporting.
- Partner with RevOps to streamline processes for renewals health scoring and customer communications.
What Success Looks Like
- Increased Net Revenue Retention (NRR) Upsell/Expansion Opps and Customer Lifetime Value (CLTV)
- Reduced churn and improved customer health scores
- Scalable repeatable customer onboarding and success frameworks
- High CSAT/NPS and actionable customer feedback loops
- A motivated aligned and metrics-driven CS team
Qualifications
Must-Haves:
- >3 years of experience in Customer Success or Account Management preferably in B2B SaaS or edtech.
- 2 years in a leadership role managing customer-facing teams.
- Proven track record of driving revenue through renewals and expansions.
- Strong understanding of customer journey mapping customer health metrics and CS tooling.
- Excellent communication skills with the ability to manage both executive and technical stakeholders.
Nice-to-Haves:
- Familiarity with DevOps Cloud or enterprise training solutions.
- Experience working with HubSpot Salesforce or similar CRM platforms.
- Knowledge of product-led growth (PLG) models and customer education.
Why Join KodeKloud
- Mission-driven company at the forefront of cloud and DevOps education.
- High-impact role with cross-functional visibility and leadership.
- Remote-first culture with global talent and inclusive values.
- Opportunity to shape the future of enterprise upskilling.
How to Apply
Send your resume and a short note on why youre excited about this role to
Employment Type
Full-Time
