Head – Customer Success (Product / SaaS / ISP)

Head – Customer Success (Product / SaaS / ISP)

Location: Bangalore Experience: 25+ Years CTC: As per market standards

About the Role

We are looking for a seasoned and strategic Head of Customer Success to lead and scale the global Customer Success function. This is a senior leadership role requiring a strong blend of technical expertise, enterprise customer management and P&L ownership.

The ideal candidate will have extensive experience in product-based companies, SaaS organizations, and ISP (Internet Service Provider) environments, with a proven track record of driving revenue growth from existing customers through renewals, upsells, and expansion.

This is not a support function role — it is a revenue-driving Customer Success leadership role with full ownership of customer lifecycle and business outcomes.

Must-Have Candidate Profile:

Must have worked only in product-based companies throughout career

Strong experience in Product companies, SaaS, and ISP (Internet Service Provider) domains is mandatory

Background in roles such as:

Account Manager (Product / Enterprise Clients)

Client Success / Customer Success Leader

Enterprise Customer Ownership roles

Proven experience managing 5–6 large enterprise/product clients simultaneously

Strong exposure to end-to-end Product Customer Success ownership

Demonstrated ability to drive consistent revenue growth from existing customers (renewals, upsell, cross-sell)

Experience working directly with CXOs and senior enterprise stakeholders

What You’ll Do - Customer Success Leadership

Lead and scale global Customer Success teams across regions

Define and execute CS strategies aligned with business goals

Build a strong, high-performance customer-centric culture

P&L Ownership & Revenue Growth

Own Customer Success & Services P&L

Drive revenue growth through renewals, upsells, and expansion

Identify monetization opportunities within existing customer base

Customer Engagement & Retention

Build and manage CXO-level relationships with enterprise customers

Ensure high retention, satisfaction, and long-term value realization

Act as escalation point for critical customer issues

Technical & Solution Expertise

Collaborate closely with Product and Engineering teams

Drive product adoption and customer success outcomes

Translate customer needs into product/service improvements

Operational Excellence

Define KPIs, dashboards, and governance frameworks

Drive forecasting, health tracking, and performance management

Work closely with Sales, Product, and Delivery teams

What We’re Looking For

25+ years in Customer Success, Delivery, or Sales leadership roles

Strong background in SaaS, Telecom, Networking, ISP, or technology-driven product companies

Proven P&L ownership and revenue responsibility

Experience managing large enterprise/global customers

Skills

Strong technical acumen for solution-level discussions

Excellent stakeholder and CXO relationship management

Strategic mindset with strong execution capability

Strong leadership and team-building skills

Customer-first, revenue-driven mindset

Success Metrics

High customer retention and CSAT/NPS

Consistent revenue growth from existing customers

Strong product adoption and expansion within accounts

Scalable and high-performing Customer Success organization

Why Join Us

High-visibility leadership role with global impact

Opportunity to define and scale a global Customer Success function

Work with cutting-edge technology and enterprise customers

Fast-growing, innovation-driven organization

Interested candidates can share their updated CV to 'jawahar@joantechnologies.com'

Pay: ₹4,000,000.00 - ₹7,000,000.00 per year

Work Location: In person