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VP Customer Success l SAAS l Series C l Bangalore

Bangalore Urban Permanent View Job Description
The VP of Customer Success will be responsible for building and leading a high‑performing CS organization that delivers industry‑leading onboarding, adoption, retention, expansion, and advocacy. This leader will define the CS vision, processes, playbooks, and operating model across all client products.
  • Lead the customer success function for a leading FinTech SAAS firm, globally
  • At least 15 years of experience, in relevant function in the SAAS space

About Our Client

Our client is India's leading fintech SaaS platform helping businesses automate finance workflows.

Backed by marquee investors, as we expand our enterprise and mid‑market footprint, the Customer Success function is at the heart of driving product adoption, retention, and long‑term value for our customers.

Job Description

1. Customer Strategy & Leadership

  • Build and execute the long‑term customer success strategy across onboarding, adoption, retention, and growth.
  • Define organizational design, hiring plans, and competencies for the Customer Success team.
  • Champion a customer‑first culture across the company.



2. Customer Lifecycle Ownership

  • Own the entire post‑sales journey from implementation to value realization.
  • Create scalable onboarding, QBR, renewal, and expansion playbooks.
  • Ensure high product adoption across modules



3. Drive Customer Outcomes & Metrics

  • Own and improve key CS metrics:
    • Net Revenue Retention (NRR)
    • Gross Retention
    • Product Adoption
    • Time‑to‑Value
    • NPS / CSAT
  • Reduce churn through proactive health monitoring and risk management.



4. Cross‑Functional Influence

  • Partner with Product to influence the roadmap based on customer insights.
  • Work closely with Sales to ensure smooth handoffs and joint expansion motions.
  • Collaborate with Support to improve customer experience and self‑serve capabilities.
  • Coordinate with Marketing on case studies, advocacy, and community initiatives.



5. Operational Excellence

  • Implement systems, tools, and dashboards for customer health scoring, usage analytics, renewals, and forecasting.
  • Build scalable processes for enterprise‑grade customers with complex integrations.
  • Establish best‑in‑class CS operations, including segmentation, playbooks, and automation.



6. Team Leadership

  • Hire, mentor, and develop world‑class CSMs, onboarding specialists, account managers, and CS Ops.
  • Create a performance‑driven, outcomes‑oriented culture with clear KPIs and career paths.
  • Coach the team to have strategic business conversations with CFOs, CTOs, finance leaders, and digital transformation heads.



The Successful Applicant

A successful VP Customer Success should have:

  • 15+ years experience in Customer Success in B2B SaaS
  • Proven success leading large CS multi tiered teams at scale
  • Strong understanding of SaaS metrics, customer health modeling, and forecasting.
  • Experience managing complex enterprise customers with integrations, APIs, partners, and multi‑stakeholder environments.
  • Experience across onboarding, go live, high care, CS, and Customer Support will be an ideal fitment
  • Experience managing global clientele

What's on Offer

  • Be a part of a hyper growth company
  • Work with a world class team across functions
Quote job ref
JN-122025-6902682

Job summary

Function
Sales
Sub Sector
IT & Telecommunications
What is your area of specialisation?
Technology & Telecoms
Location
Bangalore Urban
Job Type
Permanent
Job Reference
JN-122025-6902682

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.