Customer Success Team Lead

Advertising sales teams work with local businesses and national agencies.

Overview

Looking for a Customer Success Team Lead who wants to stay somewhere for a while. Success in this role is measured on gross retention, product adoption and account health scores. We want someone who can read usage data, spot churn risk early and get the right people on a call before it is too late. Fully remote. You can work from anywhere in India. We keep meetings to a minimum and work mostly async.

What you'll be doing

• Own a portfolio of 30 to 50 accounts and their overall health
• Report monthly on churn risk and saves
• Monitor usage and health scores in Gainsight and act on red flags
• Create help centre articles when the same question keeps coming up
• Recruit happy customers for references and case studies
• Flag expansion opportunities to the account executive or account manager
• Lead kickoff calls and onboarding plans with new customers
• Escalate product bugs and feature requests through Jira with clear context

Minimum qualifications

• 7+ years in customer success, account management or implementation at a SaaS company
• Working knowledge of Salesforce
• Travel up to 15%
• Organised across many accounts at once

Why work with us

• Health insurance for you and your family
• Provident fund
• Paid leave
• Group term life insurance
• Gratuity
• Internet reimbursement
• Meal coupons

Candidates must be eligible to work in India.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Lanternlane Pvt Ltd.