Job Title

Customer Success LeadRole Title: Customer Success Lead (B2B SaaS | AI Platform)Location: Onsite – MumbaiReporting To: CEOCompany OverviewNetwork Science is a global AI innovation platform driving enterprise AI transformation through a metric-backward approach. With 150+ AI projects delivered and a curated ecosystem of 70+ deep-tech startups, we empower enterprises to realize measurable business outcomes. Our SaaS-based AI solutions help clients adopt AI seamlessly driving innovation, scalability, and industry leadership through speed, simplicity, and cocreation.Role SummaryAs a Customer Success Lead, you will own customer outcomes end-to-end for enterprise B2B SaaS customers while building and scaling the Customer Success function—including process, playbooks, operating cadence, metrics, and the CS tech stack.You’ll be hands-on in driving adoption, retention, renewals, and expansion, and will serve as the voice of the customer across Product, Engineering, AI/ML, and Sales—ensuring customer feedback translates into measurable product and delivery improvements.Key Responsibilities1) Build the Customer Success Function (Process + Operating System)Design and implement the Customer Success operating model: segmentation, engagement tiers, lifecycle stages, and ownership model (CS vs Support vs Sales).Build core CS playbooks and templates: Onboarding/implementation checklist + success criteriaSuccess plan template (outcomes, KPIs, stakeholders, timeline)QBR/EBR cadence and deck templateRenewal readiness + risk management playbookEscalation framework (severity definitions, SLAs, comms plan)Expansion identification + qualification frameworkEstablish the CS operating rhythm: Weekly risk/health reviewBi-weekly cross-functional escalation triageMonthly VOC/product feedback loopRenewal forecasting cadence with Sales/Leadership2) Own the Full Customer Lifecycle (Onboarding → Renewal → Expansion)Own onboarding, adoption, value realization, QBRs, renewals, and expansion for a portfolio of enterprise accounts.Lead implementation success (including integrations) by coordinating internal teams and aligning customer stakeholders.Drive renewal planning early; proactively manage churn risks and executive sponsor alignment.3) Customer Health, Adoption & Value RealizationDefine customer health methodology using: Product usage/telemetry (feature adoption, active users, frequency)Engagement signals (meeting cadence, stakeholder coverage)Support trends (ticket volume, severity, time-to-resolution)Sentiment (NPS/CSAT, qualitative feedback)Create structured save plans for at-risk accounts and run escalations with clear ownership and timelines.Track and improve time-to-value and adoption milestones.4) Stakeholder Management (Enterprise + Technical)Build and maintain relationships with executive sponsors and day-to-day champions across business and technical teams.Own executive communications: outcomes reporting, roadmap alignment, risk mitigation, and value storytelling.5) Cross-functional Execution + Voice of Customer (VOC)Partner with Product, Engineering, AI/ML, and Sales to resolve issues quickly and advocate for customer-driven enhancements.Stand up a consistent VOC mechanism: Intake + categorization of feedback and feature requestsPrioritization inputs to product roadmapClosed-loop communication back to customersEnsure implementations don’t degrade into “just ship it”—maintain clarity, accountability, and sound judgment.What “done” looks like for tech setupSingle source of truth for accounts (CRM hygiene)Renewal forecasting + risk visibilityTicket trend visibility by accountA defined health score (even if v1 is manual)Repeatable onboarding and QBR execution6) Growth Outcomes: Expansion + AdvocacyIdentify upsell/cross-sell opportunities using usage patterns, adoption maturity, and unmet needs.Build advocacy: references, testimonials, case studies, and lighthouse accounts.Success Metrics (examples)NRR / GRR, renewal rate, churn rateTime-to-value, onboarding completion rateProduct adoption (active users, key feature utilization)Ticket SLA compliance, time-to-resolution, escalation rateNPS/CSAT and executive sponsor strengthExpansion pipeline influenced/ownedQualifications3–7+ years in Customer Success / Account Management / Client Services in B2B SaaS (enterprise preferred).2+ years as Customer Success Lead B2B SaaS (enterprise preferred).Proven track record in retention, renewals, and expansion.Strong analytical skills (usage data, feedback trends, performance metrics).Experience standing up process + tooling (CRM hygiene, dashboards, playbooks, cross-functional cadence).Strong executive communication, negotiation, and stakeholder management.Experience in AI platforms / enterprise software / data products is a strong advantage.Master’s degree preferred (not mandatory). What We ValueEmpathy + outcomes focusOwnership mentalityCross-functional collaboration (Product/Engineering/Sales)Customer-centric, business-impact mindsetClarity, accountability, and sound judgment