Customer Success Lead

Responsibilities

• Lead, mentor, and coach a small team of junior CSMs and Support Executives.
• Own customer retention as a primary metric, driving account health, renewal readiness, and churn prevention.
• Manage a portfolio of strategic retail and enterprise accounts across India and Australia.
• Oversee client onboarding and implementation, ensuring rapid activation through standardized playbooks.
• Manage the support ticket queue to ensure technical issues are resolved within defined SLAs.
• Coordinate with Product and Engineering teams to resolve platform bugs, integration challenges, and deliverability issues.
• Drive Net Revenue Retention (NRR) through renewals, cross-selling, and expansion opportunities.

Requirements

• 4–7 years of experience in Customer Success, Technical Account Management, or Client Success within a B2B SaaS company.
• 1–2 years of experience mentoring or managing team members.
• Proven experience managing enterprise-level customer relationships.
• Proficiency with CRM platforms and helpdesk ticketing systems.
• Strong technical troubleshooting and operational coordination skills.
• Excellent English communication skills with the ability to manage stakeholders across different time zones.
• Must be based in Hyderabad or willing to relocate.

Preferred Qualifications

• Experience in the Retail, E-commerce, Loyalty, CDP, or Marketing Automation ecosystems.
• Familiarity with WhatsApp Business APIs and messaging automation tools.
• Experience working with Customer Data Platforms (CDP) and AI-led engagement tools.

Benefits

• Competitive annual CTC.
• Performance-based bonuses tied to retention rates, churn reduction, and expansion revenue.
• Accelerated leadership growth opportunities.
• Opportunity to work with cutting-edge AI and CDP technology.

About the Company

Zithara.ai is pioneering the next generation of Customer Intelligence. Our platform serves as the “North Star” for consumer brands, enabling them to unify disparate customer data, automate personalized omnichannel engagement, and deploy advanced AI Agents for sales, support, and marketing. We help retail and e-commerce businesses simplify retention and accelerate revenue growth across India and Australia.