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Customer Success Head

Mumbai Permanent Work from Home or Hybrid View Job Description
An exciting opportunity to lead and scale the Customer Success function for a rapidly growing AI-powered SaaS business serving the real estate sector. This leadership role will drive customer onboarding, adoption, retention, account expansion and strategic client engagement while building a scalable, technology-enabled customer success organisation.
  • Lead customer success for a cutting-edge AI SaaS platform
  • Shape growth, retention and expansion at enterprise scale

About Our Client

Our client is an innovative technology company revolutionising the real estate sector through artificial intelligence and automation. Backed by a highly reputed global investment group, the organisation combines cutting-edge technology with deep industry expertise to help enterprises improve operational efficiency, customer engagement and business outcomes. The company fosters a culture of innovation, ownership, collaboration and continuous learning, offering professionals the opportunity to make a meaningful impact in a high-growth environment.

Job Description

  • Define and execute the overall Customer Success strategy, ensuring seamless onboarding, adoption, retention and long-term value creation.
  • Build and maintain trusted relationships with key enterprise stakeholders and CXO-level decision-makers.
  • Act as a strategic advisor to customers, understanding business objectives and aligning solutions to deliver measurable outcomes.
  • Own customer retention initiatives by proactively identifying at-risk accounts and implementing recovery plans.
  • Drive customer satisfaction and reduce churn through structured engagement and value-realisation programmes.
  • Identify upsell, cross-sell and account expansion opportunities in partnership with commercial and product teams.
  • Develop customer advocacy programmes, including case studies, testimonials, references and success stories.
  • Create a scalable Customer Success framework leveraging AI, automation and analytics to improve efficiency and customer outcomes.
  • Collaborate closely with Sales, Product and Technology teams to translate customer feedback into commercial and product opportunities.
  • Establish customer health metrics, performance dashboards and governance frameworks to measure success.
  • Build, mentor and lead a high-performing Customer Success organisation with clear accountability and growth plans.
  • Oversee the broader customer support ecosystem, including customer support and technical support functions.

The Successful Applicant

  • 12 to 18 years of experience in Customer Success, Strategic Account Management, Enterprise Sales or related leadership roles.
  • Proven experience within B2B SaaS, AI, enterprise software or technology-driven organisations.
  • Demonstrated success managing large enterprise accounts and complex stakeholder environments.
  • Strong track record of improving customer retention, reducing churn and increasing account value.
  • Experience identifying and executing upsell, cross-sell and customer expansion strategies.
  • Proven ability to build and scale Customer Success teams, processes and operational frameworks.
  • Strong understanding of SaaS customer lifecycle management, adoption frameworks and customer health metrics.
  • Experience leveraging AI, automation and analytics to drive scalable customer engagement models.
  • Ability to build strong executive relationships and influence senior decision-makers.
  • Commercially astute with experience partnering closely with sales and revenue leadership teams.
  • Excellent communication, presentation, negotiation and stakeholder-management skills.
  • Prior experience within PropTech, Real Estate Technology, BFSI or enterprise technology sectors will be advantageous.

What's on Offer

  • Opportunity to build and shape a strategic business function.
  • High-impact leadership role with direct influence on growth and customer outcomes.
  • Exposure to cutting-edge AI and automation technologies.
  • Collaborative, entrepreneurial and innovation-driven work environment.
  • Strong career progression opportunities within a rapidly scaling organisation.
  • Competitive compensation and performance-based rewards.
  • Inclusive and diverse workplace culture.
  • Opportunity to work alongside experienced business and technology leaders.
  • Employee-focused benefits and wellbeing initiatives.
Quote job ref
JN-092026-7106791

Job summary

Function
Sales
Sub Sector
IT & Telecommunications
What is your area of specialisation?
Technology & Telecoms
Location
Mumbai
Job Type
Permanent
Job Reference
JN-092026-7106791
Work from Home
Work from Home or Hybrid

Diversity & Inclusion at Michael Page

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know.