Target Markets: India & Australia

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

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

Reports To: Founders / GTM Leadership

About Us

At Zithara.ai, we are pioneering the next generation of Customer Intelligence. Our platform serves as the ''North Star'' for consumer brands, empowering them to unify disparate customer data, automate personalized omnichannel engagement, and deploy advanced AI Agents for sales, support, and marketing. From unearthing deep analytics via our CDP (Customer Data Platform) to operationalizing AI for conversion, Zithara.ai simplifies retention and accelerates revenue growth for high-transaction, data-rich industries across India and Australia.

The Role:

We are looking for a high-performing, technically sound Customer Success Team Lead to join our team in Hyderabad. This is a mid-level ''player-coach'' role where you will balance managing your own portfolio of high-value retail accounts while leading and mentoring a small team of junior Customer Success Managers (CSMs) and Support Associates.

You will have operational oversight over your team's core metrics across three critical pillars: Seamless Client Onboarding, Support Ticket SLA Adherence, and Account Revenue Retention.

Key Responsibilities:

1. Team Leadership & Operations (New Section):

• People Management: Oversee, mentor, and coach a small team (2–4 members) of junior CSMs and Support executives in Hyderabad.
• Performance Tracking: Monitor team KPIs, including account health scores, first-response times on support tickets, time-to-onboard, and renewal rates.
• Workload Allocation: Fairly distribute incoming new accounts and technical support tickets across the team to ensure high-quality delivery without bottlenecks.
• Escalation Point: Act as the first point of escalation for complex customer issues or technical hurdles faced by your team members.

2. Onboarding & Implementation Support:

• Standardize Playbooks: Ensure the team follows standard onboarding playbooks to help retail brands quickly configure their profiles, messaging channels (WhatsApp API, SMS, Email), and AI Agents.
• Lead Key Implementations: Personally lead onboarding for our largest or most strategic retail clients in India and Australia to ensure a flawless first impression.

3. Support Ticket Queue Management:

• SLA Governance: Ensure your team responds to and resolves day-to-day incoming technical tickets within agreed-upon Service Level Agreements (SLAs).
• Engineering Alignment: Work closely with our Hyderabad-based product and engineering teams to escalate critical bugs, deliverability issues, or system downtimes affecting your team's clients.

4. Revenue Retention & Account Health:

• Pipeline Review: Regularly review the renewal pipeline with your team to identify ''at-risk'' accounts early and deploy retention strategies.
• Drive Portfolio Net Retention: Take shared accountability for minimizing customer churn and encouraging account expansion (e.g., onboarding additional retail store locations or adding more Zithara AI Agents).

Qualifications & Requirements:

• Experience: 4–7 years of hands-on experience in Customer Success or Technical Account Management within a B2B SaaS environment, with 1–2 years of experience informally mentoring, leading, or directly managing team members.
• Skillset: A strong mix of people-leadership skills, technical troubleshooting ability, and commercial account management acumen.
• Tech Stack Literacy: Familiarity with helpdesk ticketing platforms, CRM software, messaging APIs (WhatsApp Business API), and data tracking. Exposure to the Retail/E-commerce tech vertical is highly valued.
• Communication & Multi-Zone Experience: Fluent English communication skills to