Job Title: Head – Customer SuccessLocation: India (Delhi/Hyderabad as applicable)Experience Required: Senior Leadership (15+ years preferred)Industry: Engineering / Technology / Telecom / Manufacturing(Not open to candidates from IT Services or IT Product companies)Job SummaryWe are seeking an experienced Head – Customer Success to lead and scale the Customer Success function. This role will own the complete Customer Success lifecycle and ensure robust engagement with USA-based customers, driving retention, satisfaction, and long-term value.The majority of this role will involve handling customer issues and ensuring seamless coordination by closely interacting with internal stakeholders such as Production, R&D; Team ,SCM, Finance, BU Heads, Sales, Presales, Engineering, and Operations teams.The ideal candidate will come from an engineering or technology-driven organization and have proven leadership experience in managing global accounts.Key Result Areas (KRAs) – Full Customer Success Lifecycle1. Customer Onboarding & Implementation- Design and lead structured onboarding programs- Ensure smooth transition from sales to delivery- Define customer success goals and measurable success metrics2. Adoption & Engagement- Drive product/service adoption and usage- Conduct regular customer health checks and QBRs- Proactively identify risks and improvement areas3. Value Realization & Relationship Management- Align customer outcomes with business objectives- Act as a trusted advisor for key USA-based customers- Build executive-level relationships4. Support Coordination & Escalation Management- Own and manage major customer escalations- Work closely with Production, Engineering, SCM, Finance, Sales, Presales, and Operations teams- Ensure timely resolution and high customer satisfaction5. Retention & Renewal Management- Own renewal strategy and execution- Minimize churn and maximize contract renewals- Track and improve retention KPIs6. Expansion, Upsell & Cross-sell- Identify growth opportunities within existing accounts- Partner with Sales for expansion revenue- Drive structured account growth plans7. Customer Advocacy & Feedback- Develop customer champions and references- Capture feedback and drive product/process improvements- Build case studies and testimonials8. Team Building & Process Excellence- Build, mentor, and lead the Customer Success team- Define playbooks, tools, and scalable frameworks- Establish and monitor metrics such as NPS, CSAT, and health scoresRequired Qualifications & Experience- Bachelor’s/Master’s degree in Engineering, Business, or related field- 15+ years of experience in Customer Success / Account Management leadership- Strong hands-on experience managing the entire Customer Success lifecycle- Mandatory experience managing USA-based customers- Background in engineering/technology-driven organizations preferredKey Skills & Competencies- End-to-End Customer Success Management- US Client Stakeholder Handling- Retention & Revenue Growth Strategy- Cross-Functional Stakeholder Coordination- KPI & Metrics Management- Escalation & Relationship ManagementApplication Questions (Mandatory)Please apply with your resume and answer the following:- Briefly describe your experience in leading the complete Customer Success lifecycle (onboarding, adoption, retention, and expansion).- Have you managed USA-based customers or international/global accounts? If yes, please mention the industry and type of clients.- Do you have experience working in an OEM, ODM, or engineering-driven company as a Customer Success Manager/Head for international clients?