Lead / Team Lead Customer Success (Bengaluru)

Position: Lead / Team Lead Customer Success Location: Bangalore Working Days: 5 days (hybrid) Experience Required: 4-8 years About the Role We are looking for a Customer Success Lead to own a portfolio of strategic healthcare accounts and lead a small pod of Customer Success Managers. This is a player-coach role , you will personally manage key/complex accounts (hospitals, clinics, provider networks, or payers) while also driving processes, coaching CSMs, and owning team-level retention and expansion metrics. Given the regulatory and stakeholder complexity of healthcare accounts, prior experience in healthcare SaaS (EMR/EHR, patient engagement, care coordination, RCM, or clinical workflow tools) is strongly preferred. Key Responsibilities Team Leadership - Lead, mentor, and manage a team of 36 Customer Success Managers/Executives, setting individual and team goals. - Drive team-level KPIs , NRR/GRR, churn, adoption, CSAT/NPS , and report progress to leadership. - Establish and refine CS playbooks, health-scoring models, and escalation frameworks for the team to follow. - Conduct regular 1:1s, coach CSMs on account strategy, and support them in escalations or complex renewal negotiations. - Partner on hiring and onboarding for recent CS team members. Strategic Account Ownership - Personally own a portfolio of key/enterprise healthcare accounts , onboarding, adoption, renewals, and expansion. - Translate customer clinical/operational goals into product adoption and success plans. - Lead QBRs, executive business reviews, and renewal negotiations for top accounts. Cross-functional & Process - Monitor customer health scores, usage data, and engagement metrics across the team's book of business to proactively identify churn risk and expansion opportunities. - Partner cross-functionally with Sales, Product, Support, and Implementation to resolve escalations and feed customer insights into the product roadmap. - Ensure compliance-sensitive handling of customer data and workflows (HIPAA/GDPR awareness, given healthcare data sensitivity). - Own CS reporting and dashboards in CRM/CS tools (Salesforce, Gainsight, Totango, HubSpot, or similar) for both individual and team performance. Must-Have Qualifications - 48 years of experience in Customer Success, Account Management, or a client-facing role within a B2B SaaS environment, including prior experience mentoring or informally leading peers. - Proven track record of managing a portfolio of complex/strategic accounts, driving retention, and reducing churn. - Demonstrated ability to set goals, coach, and manage performance for a small team (direct people-management experience a plus). - Strong communication and stakeholder management skills , comfortable engaging with both end-users and senior leadership (CXOs, hospital/clinic administrators). - Data-driven approach , comfortable using health scores, usage analytics, and engagement metrics to drive both individual and team decisions. - Experience with CRM/CS platforms (Salesforce, Gainsight, Totango, Vitally, Zendesk, HubSpot, or equivalent). - Strategic thinker with a proactive, solution-oriented approach and strong ownership mindset. - Bachelor's degree in Business, Healthcare Administration, Life Sciences, or a related field. Good-to-Have (Preferred) - Prior experience with healthcare SaaS products , EMR/EHR systems, patient engagement platforms, RCM, telehealth, or care coordination tools. - Familiarity with healthcare workflows, provider/clinic operations, or compliance frameworks (HIPAA). - Experience managing US/global healthcare clients or working in US time-zone shifts. - Prior exposure to renewal/upsell quota ownership at both individual and team level. - Experience building or refining CS processes/playbooks from scratch. What We Offer - Competitive compensation with performance-based incentives. - Comprehensive health benefits. - Opportunity to lead a team within a high-growth healthcare SaaS org. - Career growth into Head of Customer Success roles. .