Lead, Customer Success

About Data Axle:

Data Axle Inc. has been an industry leader in data, marketing solutions, sales, and research for over 50 years in the USA. Data Axle now has an established strategic global centre of excellence in Pune. This centre delivers mission critical data services to its global customers powered by its proprietary cloud-based technology platform and by leveraging proprietary business and consumer databases.

Data Axle India is recognized as a Great Place to Work! This prestigious designation is a testament to our collective efforts in fostering an exceptional workplace culture and creating an environment where every team member can thrive.

Role Overview

The Customer Success Lead will lead a high-volume team responsible for delivering proactive, scalable customer support while protecting and growing a large book of businesses.

This role is the backbone of the customer experience for long-tail accounts — ensuring customers are supported, retained, and positioned for growth through efficient, repeatable service models.

Success is defined by:

Customer retention & satisfaction

Speed and quality of support

Operational efficiency at scale

Incremental, opportunistic revenue growth

Key Responsibilities

Customer Support & Experience (Primary Focus)

Own the end-to-end support model for Tier 4 accounts

Ensure timely, high-quality resolution of:

Inbound requests

Product/service issues

Billing or accounting questions

Establish and enforce SLAs (response time, resolution time, follow-up cadence)

Drive a proactive support motion, including:

Health checks

Usage monitoring

Renewal readiness outreach

Build a culture where reps are:

Responsive

Solution-oriented

Focused on customer outcomes

Retention & Churn Prevention

Identify at-risk accounts early using data and rep signals

Implement structured save plays and intervention strategies

Track and improve:

Retention rate

Churn rate

Customer health indicators

Partner with leadership on root cause analysis of churn and corrective actions

Scaled Account Management

Design and enforce a coverage model that balances:

Reactive support (inbound)

Proactive outreach (campaign-based)

Implement segmented engagement strategies, such as:

Automated touchpoints

Pooled account coverage

Trigger-based outreach

Ensure no account is “untouched,” while maintaining efficiency

Team Leadership & Performance Management

Lead, coach, and develop a team of Account Strategists / Support Reps

Create a customer-first, metric-driven culture

Manage performance across both:

Support KPIs (SLA adherence, CSAT, resolution time)

Commercial KPIs (retention, upsell, book stability)

Run regular:

Ticket/case reviews

Call quality audits

Coaching sessions focused on service excellence

Operational Excellence & Process Optimization

Build and refine support workflows, playbooks, and escalation paths

Drive adoption of systems (Salesforce, ticketing tools, knowledge base)

Partner with Ops to:

Improve case routing

Reduce resolution times

Eliminate repetitive issues through process fixes

Establish a strong knowledge management system for reps

Revenue Support (Secondary, Opportunistic)

Enable team to identify and act on:

Upsell opportunities

Cross-sell signals

Renewal expansions

Ensure revenue motions are:

Contextual (based on customer need)

Non-disruptive to support experience

Cross-Functional Collaboration

Partner closely with:

Customer Support / Success teams

Product (feedback loops on issues)

Sales Ops (reporting & segmentation)

Marketing (automated campaigns & education)

Act as the voice of the Tier 4 customer internally

Key Metrics for Success

Support Metrics (Primary)

SLA adherence (response & resolution time)

Case volume per rep

First-contact resolution rate

Customer satisfaction (CSAT) / NPS

Retention Metrics

Churn rate

Renewal rate

Customer health score improvement

Efficiency Metrics

Cost to serve per account

Accounts managed per rep

Ticket resolution efficiency

Growth Metrics (Secondary)

Upsell / cross-sell revenue

Incremental book growth

Requirements:

Experience

5–8+ years in customer support, inside sales, or account management

2–4+ years managing high-volume support or hybrid support/sales teams

Experience in shared services or global delivery environments (India preferred)

Disclaimer:

Data Axle India follows a merit-based employee recruitment practice with extensive screening steps. Data Axle India does not charge/accept any amount or security deposit from job seekers during the recruitment process.

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