Lead - Customer Success

Ovii's Interpretation of the Role

Lead the Customer Success function for strategic enterprise merchants, acting as a trusted advisor to drive adoption, retention, and revenue growth. Partner with product, engineering, growth and sales teams to solve merchant challenges, influence product roadmaps, and build scalable success processes.

Role Snapshot

• Strategic enterprise account ownership
• Drive adoption, retention & expansion
• Cross‑functional partnership
• Customer advocacy & feedback loop
• Revenue growth & upsell focus
• Process & playbook development

Must-Have Requirements

• Customer Success / Enterprise Account Management
• SaaS / FinTech / Payments / eCommerce domain expertise
• Stakeholder relationship management
• Upselling & cross‑selling
• Data‑driven analytics
• Cross‑functional collaboration
• Fast‑paced startup environment
• Customer Success
• Enterprise Account Management
• Strategic Account Management
• Enterprise Sales

Nice-to-Have Signals

• Self‑driven
• Proactive
• Passionate about delivering exceptional experiences

Work Setup

• Location: Gurugram, India
• Work mode: ONSITE
• Employment type: Full-Time

Not Specified in JD

• Visa sponsorship
• Salary range
• Remote eligibility
• Education requirement
• Certifications
• Relocation
• Notice period
• Travel
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Own a portfolio of enterprise merchants, serving as their strategic partner and trusted advisor.
• Drive adoption, engagement, retention, and identify upsell/cross‑sell opportunities to expand revenue.
• Conduct regular business reviews, share performance insights, and align on growth plans.
• Partner with product, engineering, growth and sales teams to resolve challenges and influence product improvements.
• Build scalable success processes, contribute to playbooks, and own key CS metrics such as retention and satisfaction.
• Support renewal conversations and long‑term account growth strategies.

Good Fit If You Have

• Proven success in high‑growth startup environments.
• Strong analytical mindset with ability to turn data into actionable insights.
• Excellent communication with senior business leaders.
• Comfortable navigating fast‑paced, cross‑functional settings.