Customer sucess lead

Target Markets: India & Australia

Vertical Focus: Retail, E-commerce, & Customer-Facing Businesses

Experience Level: Mid-level / Senior Mid-level (4–7 years)

Reports To: Founders / GTM Leadership

Location: Hyderabad (Preferred)

At Zithara.ai, we are 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.

From deep analytics powered by our Customer Data Platform (CDP) to AI-led customer engagement, Zithara.ai helps retail and e-commerce businesses simplify retention, improve customer lifetime value, and accelerate revenue growth across India and Australia.

We are looking for a high-performing, technically sound Customer Success Team Lead to join our Hyderabad team.

This is a mid-level “player-coach” role where you will manage a portfolio of strategic retail accounts while leading and mentoring a small team of junior Customer Success Managers (CSMs) and Support Associates.

A core expectation of this role is ensuring strong customer retention outcomes . You will own and drive account health, renewal readiness, and churn prevention across your portfolio and your team’s accounts. Retention performance will be one of the most important success metrics for this role.

You will have operational oversight across three critical pillars:

Seamless Client Onboarding

Support Ticket SLA Adherence

Client Retention & Revenue Expansion

• Team Leadership & Operations

Lead, mentor, and coach a small team (2–4 members) of junior CSMs and Support Executives based in Hyderabad.

Monitor team KPIs including:

Customer retention rates

Account health scores

Renewal pipeline health

First-response and resolution times

Time-to-onboard

Ensure retention risks are identified early and addressed proactively.

Allocate onboarding projects and technical support tickets effectively to avoid delivery bottlenecks.

Act as the first escalation point for complex customer issues and technical challenges.

• Onboarding & Implementation Support

Ensure the team follows standardized onboarding playbooks for rapid client activation.

Support brands in configuring:

WhatsApp Business API

SMS and Email channels

Customer journeys and campaigns

AI Agents and automation workflows

Personally lead onboarding for strategic or enterprise retail accounts across India and Australia.

• Support Ticket Queue Management

Ensure all incoming technical tickets are managed within defined SLAs.

Coordinate closely with Product and Engineering teams to resolve:

Deliverability issues

Platform bugs

Integration challenges

System downtime incidents

Improve support processes to increase customer satisfaction and retention.

• Client Retention & Account Growth (High Priority)

Own customer retention as a primary business metric for the team.

Conduct regular account reviews to identify at-risk customers early.

Build and execute proactive retention strategies to minimize churn.

Drive portfolio Net Revenue Retention (NRR) through:

Renewals

Cross-sell opportunities

Expansion into additional stores, channels, or AI modules

Maintain strong executive relationships with client stakeholders to improve long-term account stability and growth.

Qualifications & 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, leading, or managing team members.

Must-Have Skills

Strong customer retention and account management mindset.

Experience working with CRM products/platforms is mandatory.

Hands-on experience managing enterprise customer relationships.

Strong technical troubleshooting and operational coordination capabilities.

Excellent communication and stakeholder management skills.

Technical & Domain Knowledge

Familiarity with:

CRM platforms

Helpdesk ticketing systems

WhatsApp Business APIs

Messaging automation tools

Customer engagement platforms

Exposure to Retail, E-commerce, Loyalty, CDP, or Marketing Automation ecosystems is highly preferred.

Communication & Time Zone Management

Strong English communication skills with the ability to manage enterprise accounts across India and Australian business hours.

Location

Based in Hyderabad or willing to relocate.

Compensation & Benefits

Annual CTC: ₹7–9 Lakhs per annum

Performance Bonus: Additional retention-based incentive tied to:

Customer renewal rates

Churn reduction

Portfolio health metrics

Expansion revenue contribution

Why Join Us?

Accelerated Leadership Growth

This role is designed as a strong stepping stone from an individual contributor into a larger Customer Success leadership role.

Work on Cutting-Edge AI & CDP Technology

Help deliver advanced Customer Data Platform (CDP), automation, and conversational AI solutions to fast-growing retail and e-commerce brands.

High Ownership & Impact

Work directly with founders and GTM leadership to shape customer success operations, retention strategy, and scalable support processes