Is the Head of Customer Success role at Richpanel 1 remote?

The Head of Customer Success role at Richpanel 1 is an on-site position located in Bengaluru, Karnataka, India.

How do I apply for the Head of Customer Success position at Richpanel 1?

You can apply for the Head of Customer Success position at Richpanel 1 directly through HireHere. Click the "Apply" button on the job listing to be taken to the application page.

Head of Customer Success

Richpanel 1Bengaluru, Karnataka, India2w ago

Quick Highlights

Role: Build and lead the Customer Success organisation at Richpanel — owning retention, growth, and customer outcomes end-to-end.

Reports to: CEO
Team: You will hire and lead the Customer Success team; scale from current size as we grow.
Mission: Turn product adoption into lasting value — reduce churn, increase expansion, and improve customer satisfaction.
Why now: As Richpanel scales rapidly — with growing demand from 2,000+ brands — we need a senior leader to build CS structure, drive growth from existing accounts, and ensure top-tier customer experience.
Impact: Direct ownership over key metrics like churn, NRR, GRR, expansion revenue, customer health, and renewals — with scope to shape strategy, product feedback, and long-term customer success.

About the Role

We’re looking for a Head of Customer Success who can take complete ownership of our post-sales motion.

You’ll lead the CSM team, improve every stage of the customer journey, and be responsible for making sure customers see value quickly, stay with us long term, and grow their usage with Richpanel. You’ll also be the senior escalation point for strategic accounts and a key voice in shaping the product and company strategy.

This is a high-ownership role for someone who is comfortable with clear targets, building systems, and leading from the front.

Responsibilities

Manage Key Customers

Own relationships with high-value and strategic accounts
Run structured QBRs for customers above $500 MRR
Understand customer goals, workflows, risks and expansion opportunities
Ensure customers achieve measurable business outcomes

Drive Retention & Growth

Reduce churn, improve renewals and lead expansion conversations
Build predictable renewal and upsell motions
Identify expansion opportunities using usage patterns and customer feedback

Build & Scale the CS Function

Hire, coach, and grow the Customer Success team
Create onboarding, renewal, expansion, and escalation playbooks
Design and implement customer lifecycle processes
Improve CS operations to increase team efficiency

Improve Customer Experience

Reduce Time-to-Value and improve onboarding speed
Build customer health scoring systems and intervention workflows
Handle strategic escalations and guide customers through best practices

Become the Voice of the Customer

Consolidate feedback and share insights with Product
Influence roadmap priorities and eliminate friction points
Work with Marketing on advocacy and customer stories

Champion Product Expertise

Build internal product training and certification
Maintain high CS and Sales readiness
Ensure teams stay updated on features, use cases and best practices

Outcomes

Improve overall customer retention and reduce churn within the first 6 months
Strengthen Net Revenue Retention and Gross Revenue Retention over the first 12 months
Increase the share of annual contracts within the first 6–9 months
Grow expansion revenue meaningfully over the first 12 months
Drive consistent upsell and cross-sell contribution to MRR within the first 12 months
Identify and activate new expansion levers within the first 12 months
Reduce Time-to-Value (TTV) through improved onboarding within the first 3 months
Build and implement a customer health scoring model within the first 3 months
Deploy a structured QBR process for key account tiers within 4 months
Establish a Customer Advisory Board within the first 6 months
Increase customer advocacy through case studies and testimonials within the first 6 months
Improve CSM efficiency and capacity within the first 9 months
Launch a product certification and training program for CS and Sales within the first 3 months

What Success Looks Like

Churn is low, predictable, and trending downward
NRR and GRR consistently increase quarter over quarter
Expansions and renewals are forecastable and on-time
Onboarding is smooth with significantly faster value realization
Customer health scoring is accurate and actionable
CS team is high-performing, structured and scaling effectively
Product team receives clear and actionable customer insights
Customers adopt new features consistently and with confidence
Customer sentiment improves across NPS, feedback, and support interactions
Leadership does not need to step into tactical CS work — the system works

Requirements

6–10+ years in Customer Success or Account Management, ideally in SaaS
Experience leading or scaling a CS team with revenue responsibilities
Strong understanding of churn, retention, renewals, expansions and adoption
Ability to design onboarding processes, health scores and CS playbooks
Strong communication skills with experience handling executive stakeholders
Data-driven: comfortable with dashboards, usage metrics and forecasting
Ability to work cross-functionally and influence Product, Sales and Support
High customer empathy combined with strong commercial judgment
A builder who thrives in fast-paced environments and loves creating structure

Benefits

Competitive salary and performance-based incentives
High ownership role with direct access to founders
Modern, chic office space in a vibrant neighbourhood
Learning budget, growth opportunities and career progression
Quarterly team outings and off-sites
Chance to make a meaningful impact in a rapidly growing startup

Important Notes

This is an in-office position based in Bangalore, India.
The role requires night shifts to align with US customer hours.
Our culture prioritizes results and ownership — expect autonomy and responsibility.