Head of Customer Success Management

Job Title : Head CSM Department : Customer Success

Bangalore [In-Office]

Established in 2015, ClickPost is Asia's largest Logistics Intelligence Platform, working with companies such as Walmart, Nykaa, Meesho, Adidas etc. to help them improve post purchase customer experience.

We are one of the rare startups working at cutting edge technology, with enormous scales and a brand name that is well respected in Indian Saas and e-commerce world. With several ex startup founders on the team, we've created a workplace that's both engaging and rich with learning opportunities.

Qualified expansion pipeline created (by month/quarter), conversion to closed-won in partnership with Sales and Marketing

Revenue Retention: Net Revenue Retention (NRR) and Gross Revenue Retention (GRR), churn reduction, renewals predictability.

Secondary indicators (supporting): product adoption health, renewal on-time rate, time-to-value, escalation handling, support/CSAT alignment, customer advocacy (reviews, references, case studies).

Build a renewal operating rhythm: forecasting, risk management, stakeholder mapping, and renewal execution.

Reduce churn via proactive health monitoring, save motions, and executive escalations.

Implement consistent QBR/MBR motions and measurable value realization per account.

Partner with Sales/Marketing to define qualification, pitching and closing

Improve customer experience and NPS

Own the NPS program end-to-end Drive initiatives across CS, Product, Support, and Sales to improve key NPS drivers.

Build customer advocacy: references, testimonials, reviews, and community.

Hire, coach, and manage Customer Success Managers, and CS Ops

Define CSM playbooks: adoption, QBRs, renewal playbooks, expansion playbooks, risk playbooks.

Establish performance management and a culture of accountability.

Operate with strong systems, process, and data

Implement/scale CS tooling and dashboards (CRM, CS platform, product usage data, NPS tooling).

Produce monthly/quarterly exec reporting: retention, churn drivers, expansion pipeline, NPS trends, top risks.

Collaborate with Marketing on case studies, webinars, and customer storytelling.

8-12+ years in B2B SaaS (or SaaS-like recurring revenue) with 5+ years leading CS teams.

• Proven track record owning renewals + retention and building expansion/upsell pipeline from existing accounts.
• Strong customer-facing leadership: executive presence, negotiation, escalation handling, and stakeholder management.
• Experience working closely with Sales/RevOps/Product; comfort with commercial conversations and pricing/packaging discussions.
• The role is Bangalore based and work-from-office only.

We give significant ownership with no micro-management. Compensation : Competitive salary plus performance bonus.

Benefits (for full-time roles)

Health insurance

Generous vacation policy,

Company laptop and devices,