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Lead Customer Success, SaaS
Job Location:
Monthly Salary:
Posted:
3 July 2026 (30+ days ago)
Posted:
Application Deadline:
30 September 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
1. Strategic Leadership & Department Management
- Execute the overall Customer Success strategy aligned with SeamlessHRs business objectives.
- Lead and mentor customer success members to achieve the departmental goals.
- Establish clear performance objectives success metrics and accountability frameworks across all CSMs
- Continuously evaluate and optimize customer success processes workflows and operating models to improve efficiency and customer outcomes.
- Foster a high-performance culture focused on customer value innovation collaboration and continuous improvement.
2. Customer Retention & Growth
- Own company-wide customer retention and renewal performance.
- Develop strategies to reduce customer churn and increase customer lifetime value.
- Partner with Sales Product and Account Management teams to identify expansion opportunities within existing customer accounts.
- Monitor customer health indicators and implement proactive interventions for at-risk customers.
- Drive customer advocacy initiatives that strengthen customer loyalty and increase referrals.
3. Customer Experience & Value Realization
- Ensure customers achieve measurable business outcomes through SeamlessHR solutions.
- Champion customer-centric practices across the organization through various touch points.
- Oversee customer journey optimization across onboarding adoption engagement support renewal and advocacy stages.
- Establish frameworks for capturing customer feedback and translating insights into actionable improvements.
- Drive Voice of Customer (VoC) programs that influence product development and service delivery.
4. Operational Excellence
- Continuously refine customer success policies playbooks and service standards.
- Implement scalable customer success processes and best practices.
- Leverage AI and automation and customer success platforms to improve team productivity reduce head counts and customer engagement.
- Ensure operational consistency across Customer Success Customer Engagement and Customer Support functions.
5. Cross-functional Collaboration
- Partner closely with Product Engineering Sales Marketing Implementation and Finance teams to improve customer outcomes.
- Serve as the executive voice of the customer within SeamlessHR.
- Influence product roadmap discussions using customer insights trends and feedback.
- Drive alignment between commercial objectives and customer success initiatives.
- Bachelors degree.
- 10 years of experience in Customer Success Customer Experience Account Management or Customer Operations.
- Minimum of 3 years in a leadership role managing multiple customer-facing functions.
- Experience in a B2B SaaS environment is required.
- Proven track record of driving customer retention adoption and revenue growth.
- Strong experience leading managers and scaling high-performing teams.
- Excellent stakeholder management and executive communication skills.
- Strong analytical and problem-solving capabilities.
About Company
SeamlessHR.com Limited is an equal opportunity employer and we offer employment based on merit. We do not discriminate on the grounds of age, gender, race, disability, sexual orientation, and religion/belief. Our work environment is fun, fast-paced, dynamic and collaborative with a te ... View more
