Customer Success Lead

Engagement Overview

Scope of Work & Responsibilities

1. Lead and manage the Customer Success team of 3–4 members, including performance management, coaching, and professional development.
2. Drive internal stakeholder management across Engineering, Design, and Business Development teams, and manage external relationships with NGO partners.
3. Oversee the Customer Support function end-to-end, ensuring SLA adherence and continuous improvement in support quality.
4. Execute the Customer Success roadmap across 3 quarters, owning Glific platform goals for FY 2026–27.
5. Work hands-on with 1–2 high-stakes consulting engagements with NGO partners, delivering strategic outcomes.
6. Drive customer experience and retention improvements by identifying and championing product feature enhancements.

Required Skills & Experience

1. 8+ years of professional experience with demonstrated experience in people management, team leadership, and driving cross-functional initiatives to completion.
2. Strong project management and stakeholder management skills with the ability to balance competing priorities.
3. Prior experience in the social sector, ideally working with NGOs, non-profits, or development organizations.
4. Working knowledge of technology platforms and AI-driven products; comfort navigating technical discussions.
5. High ownership mindset with a track record of excellence in deliverable quality; serves as a role model to the team.
6. Excellent written and verbal communication skills; ability to anchor and lead webinars, cohort sessions, and client-facing workshops.