How you should be?

We are looking for a strategic and customer-centric leader with a proven track record in delivering exceptional customer experiences. The ideal candidate is proactive, data-driven, and thrives in fast-paced SaaS environments. They should be capable of leading cross-functional teams, engaging with executive stakeholders, and continuously optimizing processes to drive customer success and business outcomes.

What you will do?

• Own the Customer Journey: Define and optimize the customer lifecycle — from onboarding to renewal — to ensure customers achieve desired outcomes and long-term success with our product.
• Build & Lead the Team: Hire, train, and manage a high-performing team of Customer Success Managers (CSMs), support specialists, and onboarding experts.
• Drive Retention & Expansion: Reduce churn, increase customer satisfaction, and identify upsell/cross-sell opportunities in collaboration with sales and product teams.
• Customer Advocacy: Build deep relationships with customers to turn them into loyal advocates and strategic partners.
• Measure Success: Define key metrics (e.g., NRR, NPS, CSAT, churn rate) and implement systems to track and report on team performance and customer health.
• Cross-Functional Collaboration: Work closely with Product, Sales, and Marketing to align customer feedback with roadmap, campaigns, and go-to-market strategy.
• Tech-Driven Success: Leverage customer success tools (e.g., Gainsight, ChurnZero, HubSpot, Intercom) and CRM platforms to scale processes and improve efficiency.
• Strategic Planning: Develop scalable playbooks, segmentation strategies, and engagement models for different customer tiers.

What we are looking for?

• 10+ years of experience in Customer Success, Account Management, or related roles, with at least 2+ years in a leadership position for a SaaS product.
• Proven track record of improving retention, reducing churn, and growing customer LTV in a B2B SaaS environment.
• Excellent leadership, communication, and relationship-building skills.
• Data-driven mindset with experience using customer analytics and success platforms.
• Strong understanding of SaaS metrics and customer lifecycle management.
• Experience managing customer success team.

About the Company:

Founded in 2000, Radixweb is a leading software development company serving over 2900 clients in 25 countries. Join us to work on challenging projects, standardized processes, and fun work culture.

• In addition, have an exposure of our home-grown globally acclaimed PHP based web to print solution- https://www.onprintshop.com/ developed to simplify print order management from client ordering to shipping. Recognized as solution partners by reputed brands in the print industry and serving small to largest printers across the world.
• Opportunity to work on latest technologies
• Technology and team based well-managed training & development process
• Strong and committed team of 650 + employees
• 70+ Employees working with us for 5+ Years
• 25+ employees working with us for 10+ Years
• Flexible shift timings with lucrative compensation
• Transparent Appraisal process
• Exclusive soft skill training by professional Trainer