Customer Success Team Lead

Our field services team covers retail chains, hospitals and banks, dispatching technicians to over 4,000 sites.

Role overview:

The previous person in this role moved to another team. SK Tech Support is hiring a CSM for the Mid-Market segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. 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. This role is fully remote within India. We do not have many meetings. Most updates happen in writing. We ship you a laptop and accessories before your first day.

Responsibilities:

• Run quarterly business reviews with customer stakeholders.
• Build success plans with measurable goals for each account.
• Escalate product bugs and feature requests through Jira with clear context.
• Document every customer touch in Salesforce.
• Report monthly on churn risk and saves.
• Create help centre articles when the same question keeps coming up.
• Own a portfolio of 30 to 50 accounts and their overall health.
• Drive renewals alongside the commercial team, starting 120 days out.

What we're looking for:

• 8-10 years in customer success, account management or implementation at a SaaS company.
• Able to learn a technical product and explain it in plain terms.
• Comfortable presenting to directors and VPs.
• Travel up to 15%.
• Experience managing renewals or retention targets.

Pay and benefits:

• Health insurance for you and your family.
• Provident fund.
• Paid leave.
• Gratuity.
• Learning budget.

We may close this posting early once we have enough applications.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at SK Tech Support.