Technical Customer Success Team Lead

Technical Customer Success Lead On-Site| 6 days working Hindi and English (Mandatory) Koramangala, Bangalore

Role Overview We are looking for a Technical Customer Success Lead

who will own customer retention, technical success, and account growth while leading a team of Technical Customer Success Associates. This is a

hands-on leadership role , where you will directly manage key accounts, drive outcomes in the first 90 days, and ensure the team proactively solves technical and delivery issues before they impact customers. You will act as the

technical and strategic bridge

between customers, product, support, and engineering—ensuring high product adoption, reduced churn, and scalable customer success operations.

Key Responsibilities 1. Team Leadership & Execution Lead, mentor, and monitor a team of Technical Customer Success Associates.

Set daily priorities, review performance metrics, and ensure SLA adherence.

Coach the team on onboarding quality, integrations, and proactive issue resolution.

Handle escalations and step in on critical or high-value accounts when required.

2. Hands-On Customer Success (IC Role) Personally manage key and high-risk accounts.

Oversee complex API integrations, webhooks, and delivery issues.

Conduct QBRs focused on ROI, delivery performance, and growth opportunities.

Drive second recharge, retention, and account expansion.

3. Retention, Growth & Process Ownership Own churn reduction and second recharge metrics for the entire portfolio.

Build and enforce onboarding playbooks, success roadmaps, and SOPs.

Identify usage gaps and scale high-potential accounts.

Support reseller success with documentation, workflows, and training.

4. Voice of the Customer & Cross-Functional Collaboration Aggregate customer feedback and technical pain points.

Work closely with Product, Support, and Engineering to prioritize fixes.

Advocate for improved UX, delivery transparency, and platform stability.

Metrics Owned Second Recharge Rate (Team & Individual)

Time to Value (TTV)

Proactivity Index

Churn Reduction & Account Health

Client Satisfaction & Feedback Quality

Team Productivity & Onboarding Efficiency

Candidate Requirements 3–5 years in Customer Success / Technical Account Management / Support Engineering

1+ year in a lead or mentoring role

Strong understanding of APIs, Webhooks, CPaaS products (WA API, RCS, SMS)

Fluent in English & Hindi (mandatory)

Data-driven, proactive, and execution-focused mindset