Head of Customer Success

Role overviewThis position is a senior leadership role focused on customer success, last-mile operations, and digital enablement. The role is designed to support India growth by improving operational performance, strengthening delivery and service execution, and enabling commercial teams with better digital tools and data visibility. It calls for a leader who combines strategic thinking, strong operational discipline, and a customer-first approach to scale the business effectively.The role also leads digital transformation for the commercial function, with the goal of improving visibility, decision-making, team productivity, and end-to-end performance across the customer journey.Key responsibilitiesCreate and execute business plans, operating procedures, and growth strategies that support organizational goals.Manage operations with a focus on efficiency, quality, and cost-effective use of resources.Oversee the full operational chain, including logistics, dispatch, inventory, customer support, and CEF-related activities.Track customer experience measures such as NPS, SLA compliance, and delivery performance, then drive continuous improvement actions.Own last-mile execution across delivery, installation, commissioning, service response, and issue resolution at customer sites.Design operating models suitable for metros, Tier 2/3 cities, and remote markets.Coordinate with logistics partners, service vendors, and internal teams to maintain service consistency and turnaround standards.Set up clear service agreements, escalation paths, and governance structures for last-mile delivery performance.Use customer feedback, service information, and root-cause analysis to remove repeated operational bottlenecks.Enable fast support for new launches, channel growth, and key account service through strong last-mile preparedness.Build and lead customer success practices that improve satisfaction, retention, and loyalty.Direct customer service and support teams to deliver proactive engagement and first-time-right resolutions.Develop the operating capability needed for business expansion and entry into new markets.Identify operational inefficiencies and introduce technology-based improvements that raise productivity.Lead rollout and adoption of digital tools for the sales force to improve access to data, performance tracking, and field productivity.Champion the use of CRM platforms, sales applications, and dashboards to provide teams with real-time insights.Streamline processes to improve efficiency and reduce operating expense.Define, monitor, and report KPIs related to operations and customer success performance.Work closely with Sales, Supply Chain, Commercial Finance, Technology, and Operations to deliver a smooth order-to-delivery-to-service experience.Set up governance for service quality, escalations, and ongoing improvement.Influence senior leaders to ensure customer success priorities are aligned with business goals.Build a structured approach to performance management, process optimization, and continuous improvement.Develop and coach high-performing teams with a strong customer orientation.Promote innovation and encourage adoption of new technologies.RequirementsA master’s degree in business administration, operations management, or a closely related discipline.At least 12 years of experience in operations, including substantial exposure to both head office and regional roles.Hands-on experience improving business processes and customer success operations.Strong background in end-to-end supply chain and last-mile operations, ideally in complex and distributed markets such as India.Proven ability to build, guide, and develop high-performing teams in operations or customer-facing functions.Experience in sales operations or digital transformation, with FMCG exposure preferred.Demonstrated success in taking digital initiatives from concept through implementation.Strong analytical and problem-solving capability with a data-led decision-making style.Excellent leadership and people-management skills.Strong communication and interpersonal abilities.Capacity to manage multiple priorities and projects in a fast-moving environment.Additional informationThis is a full-time remote role based in Bengaluru, Karnataka, India. The opportunity focuses on operational excellence, customer experience, and digital transformation across the commercial value chain.