Customer Success Lead

Customer Success Strategist

Location:

Mumbai |

Experience:

Flexible |

Industry:

SaaS / AI / BFSI

Join a high-growth AI company at the forefront of Revenue Intelligence for Enterprises. As a

Customer Success Strategist , you'll go beyond day-to-day account management to shape strategy, drive adoption, and play a key role in helping India’s top financial institutions unlock business value from cutting-edge generative AI solutions.

This role offers a unique blend of strategic thinking, stakeholder engagement, and hands-on execution — ideal for someone who wants to grow into a senior client-facing or product leadership role in the fast-evolving AI space.

What You’ll Be Doing Strategic Partnering : Build strong, consultative relationships with senior stakeholders at client organizations. Act as a trusted advisor who understands their goals and helps them realize measurable ROI. Client Onboarding & Enablement : Lead seamless onboarding journeys, ensuring quick time-to-value and adoption of mission-critical features within our speech analytics platform. Growth Driver : Identify and pursue upsell and cross-sell opportunities by understanding client needs and uncovering new use cases aligned with their evolving strategy. Success Planning : Design and execute proactive customer success strategies that help clients meet their business KPIs - and turn our platform into a growth lever. Insight-Backed Retention : Monitor account health, preempt churn risks, and act fast with insights-driven playbooks that keep clients engaged and satisfied. Use Case Development : Collaborate with clients to refine speech analytics use cases that solve real business problems - from collections optimization to compliance automation. Product Influence : Channel client feedback and field insights to the product team, shaping roadmap decisions and enhancing feature relevance. Executive Business Reviews : Lead quarterly success reviews and check-ins, showcasing impact, aligning on goals, and unlocking new collaboration opportunities.

Cross-Functional Collaboration : Partner with sales, product, and operations teams to ensure seamless handovers, unified goals, and strong account momentum. Best Practice Champion : Help build scalable success frameworks, playbooks, and knowledge-sharing processes to level up the customer experience across the board. What You’ll Gain Exposure to AI Developments : Deepen your understanding of speech AI, customer analytics, and use-case development in a real-world enterprise context. CXO-Level Engagement : Regularly interact with senior leaders at banks, NBFCs, and fintechs — building a network of influential decision-makers. Fast-Track Career Path : As a core team member in a high-growth startup, you’ll have visibility, ownership, and real influence - with a clear path to leadership. Startup Velocity : Work in a lean, fast-moving environment where your work creates immediate impact and innovation is welcomed at every level. Product + Strategy Blend : Operate at the intersection of business success and product thinking - contributing to GTM strategies and platform evolution. What We’re Looking For Excellent communication and relationship-building skills, especially with senior stakeholders. Strategic thinker with strong analytical and problem-solving abilities. Self-starter who thrives in fast-paced, ambiguous environments. Bonus: Experience in AI/ML, Prompt Engineering, or working with BFSI clients.