Customer Success Head

About the role:

We are looking for a customer success (CS) head who is involved in HR tech strategic oversight, advisory, and transformation of HR system to align with organizational goals. They act as a bridge between business needs and technology, leveraging their expertise to drive impactful outcomes in workforce management.

What impact will you create?

• Drive efficiency by implementing/adopting cutting-edge tools and technologies to optimize customer success processes and outcomes.
• Champion customer advocacy by curating compelling case studies, testimonials, and references that highlight client success stories.
• Lead initiatives to boost product adoption and usage by designing impactful customer engagement strategies tailored to HR SaaS needs.
• Develop and execute strategies to maximize customer renewals and foster long-term partnerships.
• Act as a trusted advisor, sharing industry insights and best practices to maximize the impact of Darwinbox. Deliver webinars, content, and workshops to educate clients on leveraging Darwinbox to its full potential.
• Track client success metrics, continuously improving performance to ensure Darwinbox drives tangible business outcomes, while identifying and capitalizing on upselling and cross-selling opportunities that enhance client ROI.
• Collaborate with cross-functional teams—sales, marketing, and product development—to ensure a unified customer experience and a well-aligned product roadmap.
• Lead, mentor, and grow the digital customer success team, ensuring efficient and scalable delivery models across regions.
• Build and maintain trusted relationships with key stakeholders, leveraging client feedback to influence product enhancements and innovation.

Qualifications:

• Proven results as a Leader in HR space or a similar role in HCM space with 12+years of experience.
• Adaptable & Flexible - Ability to work and thrive in an environment as well as in an organization structure, which is evolving and constantly changing as well as adept at moving quickly between execution with the project team and strategic thinking.
• Strong leadership and team management skills, with the ability to inspire and motivate a high-performing team.
• Data-driven mindset with the ability to analyze and interpret customer success metrics and make informed decisions.