Head – Customer Success (Engineering/OEM – USA Accounts)

Job Title: Head – Customer Success

Location: India (Delhi/Hyderabad as applicable)

Experience Required: Senior Leadership (15+ years preferred)

Industry: Engineering / Technology / Telecom / Manufacturing

(Not open to candidates from IT Services or IT Product companies)

Job Summary

We are seeking an experienced Head – Customer Success to lead and scale the Customer Success function. This role will own the complete Customer Success lifecycle and ensure strong engagement with USA-based customers, driving retention, satisfaction, and long-term value.

The majority of this role will involve handling customer issues and ensuring seamless coordination by closely interacting with internal stakeholders such as Production, R&D Team ,SCM, Finance, BU Heads, Sales, Presales, Engineering, and Operations teams.

The ideal candidate will come from an engineering or technology-driven organization and have proven leadership experience in managing global accounts.

Key Result Areas (KRAs) – Full Customer Success Lifecycle

• Customer Onboarding & Implementation
• Design and lead structured onboarding programs
• Ensure smooth transition from sales to delivery
• Define customer success goals and measurable success metrics

2. Adoption & Engagement

• Drive product/service adoption and usage
• Conduct regular customer health checks and QBRs
• Proactively identify risks and improvement areas

3. Value Realization & Relationship Management

• Align customer outcomes with business objectives
• Act as a trusted advisor for key USA-based customers
• Build executive-level relationships

4. Support Coordination & Escalation Management

• Own and manage major customer escalations
• Work closely with Production, Engineering, SCM, Finance, Sales, Presales, and Operations teams
• Ensure timely resolution and high customer satisfaction

5. Retention & Renewal Management

• Own renewal strategy and execution
• Minimize churn and maximize contract renewals
• Track and improve retention KPIs

6. Expansion, Upsell & Cross-sell

• Identify growth opportunities within existing accounts
• Partner with Sales for expansion revenue
• Drive structured account growth plans

7. Customer Advocacy & Feedback

• Develop customer champions and references
• Capture feedback and drive product/process improvements
• Build case studies and testimonials

8. Team Building & Process Excellence

• Build, mentor, and lead the Customer Success team
• Define playbooks, tools, and scalable frameworks
• Establish and monitor metrics such as NPS, CSAT, and health scores

Required Qualifications & Experience

• Bachelor’s/Master’s degree in Engineering, Business, or related field
• 15+ years of experience in Customer Success / Account Management leadership
• Strong hands-on experience managing the entire Customer Success lifecycle
• Mandatory experience managing USA-based customers
• Background in engineering/technology-driven organizations preferred

Key Skills & Competencies

• End-to-End Customer Success Management
• US Client Stakeholder Handling
• Retention & Revenue Growth Strategy
• Cross-Functional Stakeholder Coordination
• KPI & Metrics Management
• Escalation & Relationship Management

Application Questions (Mandatory)

Please apply with your resume and answer the following:

• Briefly describe your experience in leading the complete Customer Success lifecycle (onboarding, adoption, retention, and expansion).
• Have you managed USA-based customers or international/global accounts? If yes, please mention the industry and type of clients.
• Do you have experience working in an OEM, ODM, or engineering-driven company as a Customer Success Manager/Head for international clients?