Founder's Office - Customer Success Lead (Top IIT)

A platform that automates billing, revenue recognition, and SaaS metrics in one unified system. It's built from the ground up to handle the complexity of usage-based and custom contracts without spreadsheets or manual overhead. The company is backed by marquee global investors. Having successfully built the product, the company is now scaling its core team and looking for curious, driven individuals excited to co-build its next phase.

About the Role

Seeking a visionary and hands-on leader to build and scale our Customer Success & Solutions function from the ground up. This pivotal role involves defining the global Customer Success motion, driving exceptional customer outcomes, and shaping strategy alongside founders and cross-functional leaders in Sales, Product, Engineering, and RevOps. You will be instrumental in ensuring a world-class customer experience from pre-sales to expansion, while translating customer and market insights directly into product and business strategy.

Key Responsibilities

• Strategically own the end-to-end customer journey, encompassing pre-sales solutioning, onboarding, implementation, post-go-live success, and expansion.
• Collaborate with Sales to deeply understand prospect needs, designing and delivering tailored demos, pilots, and solution architectures.
• Serve as a trusted advisor during sales cycles, providing expert guidance on feasibility, trade-offs, and implementation strategies.
• Lead and oversee customer pilots, onboarding, and implementations, ensuring seamless handoffs and successful go-lives.
• Proactively manage customer health, satisfaction, and outcomes, identifying risks, managing escalations, and collaborating with Product and Engineering for resolution.
• Drive customer adoption, value realization, and identify expansion opportunities through deep understanding of customer workflows and goals.
• Champion the voice of the customer internally, translating insights into actionable product and engineering inputs to influence the roadmap.
• Partner with founders and business leaders to refine Ideal Customer Profile (ICP) definitions, pricing strategies, and overall Go-to-Market (GTM) and customer strategy.
• Design, implement, and continuously evolve scalable processes, documentation, and playbooks for pre-sales, onboarding, and post-sales, building a comprehensive customer success repository.
• Build and scale the Customer Success & Solutions function from early-stage to significant growth (e.g., 1 to 100+ customers), contributing across sales, operations, or strategy as required in a dynamic startup environment.

Qualifications

• 7-10 years of progressive experience in high-growth environments such as startups, consulting, venture capital, strategy, operations, or Go-to-Market (GTM) functions, with a preference for ex-founders or Founder's Office roles.
• Undergraduate degree from a Tier-1 engineering institution (e.g., IIT, BITS).
• Deep first-principles understanding of business fundamentals, product intricacies, and strong empathy for end-users.
• Proven cross-functional collaboration experience across customer-facing roles, product, engineering, revenue, or program management.
• Demonstrated strong leadership and project management skills.
• Proactive mindset with a high degree of ownership and a bias for action.
• Excellent written and verbal communication skills, particularly for client-facing engagements.
• Ability to work effectively across US time zones to engage directly with customers.

Benefits & Perks

• Significant equity stake in a rapidly growing startup.
• Comprehensive health insurance coverage for you and your family.
• Dedicated budget for continuous learning and professional development.
• Provision of top-tier equipment and productivity tools.