Job Title

Position: Customer Success Manager Lead Role: As the Head of Customer Success , you will be responsible for driving the end-to-end customer success strategy, execution, and transformation for enterprise and carrier-grade clients across India. You will lead a national team of regional Customer Success Managers and work closely with cross-functional leaders to ensure service excellence, maximize customer lifetime value, and position the company as a trusted telecom connectivity partner. You will act as a strategic voice of the customer within the leadership team and steer initiatives that improve retention, operational efficiency, and customer advocacy across our telecom infrastructure portfolio Key Responsibilities: Strategic Leadership: Define and execute the national customer success vision and framework aligned with overall business goals. Lead CS transformation initiatives to support rapid growth, digital adoption, and premium client experience. Team Leadership: Build, mentor, and scale a high-performing, geographically distributed Customer Success team. Create a performance-driven culture with clear KPIs for customer health, NPS, churn, and upsell. Client Management: Oversee the success of strategic enterprise and telecom carrier clients, including CXOs at key accounts. Serve as the executive escalation point for high-value engagements and major incidents. Cross-Functional Collaboration: Work closely with Sales, Product, NOC, Service Delivery, and Network Engineering to drive holistic customer outcomes and fast issue resolution. Customer Lifecycle Management: Drive client onboarding, adoption, renewals, and growth across services like leased lines, MPLS, SD-WAN, DIA, and last-mile connectivity. Leverage analytics to proactively improve account health and reduce churn. Process Excellence & Governance: Establish standardized CS operations including customer journey mapping, playbooks, automation tools, and incident governance frameworks. Customer Insights & Strategy: Deliver actionable customer intelligence to leadership. Influence product and service roadmaps based on evolving client needs and market dynamics. Executive Reporting: Provide monthly/quarterly business reviews (QBRs), customer health dashboards, and strategic insight to the CXO team and Board as needed. Essentials: 12+ years of progressive experience in customer success , service delivery, or enterprise account management, with 5+ years in a telecom or network services company . Proven success managing large enterprise or carrier accounts and leading national customer teams. In-depth knowledge of telecom technologies and services (e.g., MPLS, SD-WAN, Point-to-Point, FTTH, wireless links, etc.). Strong leadership, stakeholder management, and executive communication skills. Experience working with CRM/CS platforms like Salesforce, Gainsight, or equivalent. Ability to synthesize data into strategic decisions and customer-facing improvements. Willingness to travel frequently across metro and non-metro client locations. Preferred: MBA or equivalent from a reputed institute. Experience in managing clients across BFSI, Manufacturing, Retail, or Government sectors. Exposure to SLA-driven environments and telecom regulations (TRAI, Do T compliance).