Head of Client Services

📋 Description

• Define and execute the long-term CS strategy aligned with OKRs
• Own metrics including NRR, Retention, Expansion, and CSAT
• Build onboarding programs driving fast time-to-value for clients
• Develop proactive playbooks for retention, upsell, churn
• Lead and develop the CS team in India; hiring, coaching, career progression
• Track and report KPIs (NRR, churn, health scores) to execs

🎯 Requirements

• 10+ years in customer-facing roles with 3–5 years CS leadership
• Proven track record owning NRR, retention, expansion targets
• Strong customer lifecycle management in SaaS/eCommerce/Tech
• Commercially minded with revenue impact focus
• Experience with Gainsight, Salesforce, or similar CS platforms
• Global/multi-time zone client leadership experience
• AI-curious; exploring tooling to scale CS

🎁 Benefits

• Generous remuneration and stock units
• We reimburse gym and wellness expenses
• The Freedom to ‘Work from Anywhere’ for 4 weeks per year
• Generous vacation policy, including duvet days and mental health days