Customer Success Lead Full Time NEW

Job Title: Customer Success Lead

Location: Mumbai

Experience: 10–15 years

Qualification: MBA-IT/BE/BTech or Equivalent

We’re hiring a Customer Success Lead for our client, an AI-driven platform specialising in data deduplication, fraud prevention, and automated AML compliance solutions for enterprise organisations.

As the Customer Success Lead, your responsibilities would be:

• Provide end-to-end project execution, coordination, and technical expertise for building and maintaining IT solutions.

• Lead, inspire, and manage a dedicated team of 5-7 Application, Support, and Implementation engineers.

• Deliver high-quality application support services and efficiently resolve all types of client escalations within agreed SLAs and KPIs.

• Collaborate with internal technology stakeholders to deliver client solutions while providing robust project governance and documentation.

• Drive innovation and automation using AI tools, environmental parameter alerts, and data visualization to optimize client request tracking.

Requirements:

• 10 to 15 years of experience, ideally with a professional background in the BFSI sector.

• Strong expertise in People Management and direct, hands-on Client Interfacing.

• Functional knowledge of UAT/SIT processes, basic PL/SQL, test scenario building, SOPs, and project management.

• Proven track record of managing client escalation processes and executing mission-critical implementations under tight timelines.

• Excellent English writing and speaking skills coupled with a resilient, ethical, and client-centric attitude.

• Ability to implement operational best practices and proactively collaborate with internal teams to build creative process improvements.

Benefits:

• Gain hands-on leadership experience by managing and mentoring a specialised technical engineering team.

• Drive modern organisational intelligence by pioneering the implementation of AI tools and advanced visualization software.

• Take ownership of critical, high-impact project governance and delivery within the highly valued BFSI sector.

• Enjoy professional flexibility with a hybrid or work-from-office setup tailored to your commitments.

• Secure long-term career growth, stability, and development through a permanent organisational placement.