About the Role
We are looking for an experienced and hands-on Customer Success Team Lead to lead and develop our Customer Success team in India while maintaining ownership of a portfolio of customers.
This is a player/coach role, balancing team leadership (70%) with direct customer engagement (30%). You will lead a team of three Customer Success Managers while personally managing approximately 30 accounts, driving customer adoption, retention, renewals, and growth. Reporting to the Global Director of Customer Success, you will play a key role in developing talent, driving team performance, and delivering exceptional customer experiences and business outcomes.
What You'll Do
Lead, coach, and develop a team of Customer Success Managers, setting clear expectations, driving accountability, and supporting their professional growth through regular feedback, 1:1s, and enablement.
Manage your own portfolio of customers throughout the customer journey, building strong relationships with key stakeholders and executives while driving adoption, business value, retention, and expansion.
Develop and execute Customer Success Plans, lead QBRs and EBRs, and proactively identify customer risks and opportunities.
Own renewal forecasting and risk management across the team's portfolio, partnering with Sales on renewal execution, commercial strategy, and expansion opportunities.
Act as an escalation point for complex customer challenges, collaborating with Customer Success Engineers, Support, Product, Engineering, and Sales to ensure customer success.
Drive Customer Success best practices, processes, and playbooks, partnering with global leadership to improve team performance, operational efficiency, and customer engagement.
What You Bring
7+ years of experience in Customer Success, Account Management, or related customer-facing roles within enterprise SaaS, cybersecurity, or cloud technology.
2+ years of experience leading, coaching, or managing Customer Success professionals, with proven experience balancing team leadership and direct customer ownership.
Strong understanding of customer retention, renewal management, revenue forecasting, and commercial account strategy.
Experience building executive relationships, leading strategic customer conversations, and managing complex escalations.
Knowledge of modern cloud infrastructure providers such as AWS, Microsoft Azure, and Google Cloud, and an understanding of cloud security challenges.
Experience with Salesforce and familiarity with AI-powered tools and workflow automation.
Excellent communication, interpersonal, and problem-solving skills, with the ability to influence stakeholders at all organizational levels.
Ability to thrive in a fast-paced, global environment, with a passion for developing people and driving customer success.
Bachelor's degree or equivalent work experience.
Willingness to travel up to 30%.
Why Orca?
At Orca Security, we're helping organizations secure their cloud environments through comprehensive visibility, actionable insights, and smarter risk prioritization.
As a Customer Success Team Lead in India, you'll play an important role in developing our Customer Success team, strengthening customer relationships, and driving retention and growth across the region.
You'll work with innovative technology, collaborate with talented teams around the world, and help organizations address some of today's most important cloud security challenges.
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