Job Description

Job Title: Head of Customer Success - India Market Company: Skit.ai Location: Mumbai About Skit.ai: Skit.ai is a leading Conversational AI company revolutionizing collections with omnichannel multilingual GenAI-powered assistants. Our intelligent automation delivers seamless scalability and superior customer experiences, reducing the cost of outreach while maximizing ROI. With robust compliance and 24/7 availability, Skit.ai enhances CX across industries, channels, languages, and use cases. Our AI-powered solutions enable effortless customer support automation across voice, text, email, and chat. Skit.ai has received several awards and recognitions, including the BIG AI Excellence Award 2024, Stevie Gold Winner 2023 for Most Innovative Company by The International Business Awards, and Disruptive Technology of the Year 2022 by CCW. Skit.ai is headquartered in Bangalore with offices in New York City and Mumbai. Visit https://skit.ai / Role Overview: We are seeking a strategic and customer-focused Head of Customer Success to lead our customer success initiatives for India customers. This role is critical in ensuring client satisfaction, driving NPS, managing renewals, identifying upsell opportunities, and collaborating across internal teams to deliver exceptional value to our customers. The ideal candidate will have a deep understanding of client relationship management, a passion for ensuring customer ROI, and a proven track record in customer success roles. Key Responsibilities: Build and maintain strong relationships with key stakeholders at customer organizations, ensuring alignment with their business goals. Act as the primary advocate for the customer within Skit.ai, ensuring their voice is heard across teams. Build and maintain strong relationships with C-level executives and decision-makers at client organizations. Drive Net Revenue Retention (NRR) growth by owning the renewal process to ensure contract continuity and customer retention. Monitor and drive improvements in customer Net Promoter Score (NPS) and Customer Satisfaction (CSAT). Regularly conduct bi-weekly check-ins, MBRs (Monthly Business Reviews), and QBRs (Quarterly Business Reviews) to track progress and identify improvement areas. Ensure customers achieve their ROI and activation outcomes by aligning solutions with their business objectives. Identify and execute upsell opportunities by understanding customer business needs and introducing relevant Skit.ai solutions. Work closely with internal teams, including product, support, and engineering, to communicate customer requirements and feedback. Oversee and review CS operations, including ticket management, SLA adherence, and support reviews. Qualifications: 15+ years of experience in customer success, client relationship management, or similar roles in the BFSI or SaaS industry working high ticket size enterprise deals. Proven ability to build and maintain strong customer relationships, with a deep understanding of their business value. Experience in tracking and improving NPS, CSAT, and other customer success metrics. Ability to align customer goals with business outcomes and drive long-term partnerships. Strong team leadership and cross-functional collaboration skills. Excellent verbal and written communication skills, with the ability to influence and manage stakeholders at all levels.