Head of Customer Success

Position – Head of Customer Experience & Operations Get to know us- We are a global company with a range of Value-driven Products, Solutions, Services and Experiences encompassing SaaS, PaaS broadly XaaS, Hybrid and Enterprise. We firmly believe that the experiential world of tomorrow is going to be interconnected with API's and Microservices enabling the transformation to customer Experiences. Binary Semantics is at the forefront of providing state-of-the-art software solutions, empowering businesses to thrive in the digital era. Specializing in diverse technologies and solutions ranging from Digital Transformation, AI, IoT and logistics, Taxtech, Insurtech, Data analytics etc..we are the go-to partner for enterprises seeking transformative growth. Our presence is in: APAC: India, Malaysia, Sri Lanka MENA: Saudi Arabia, UAE North America: USA, Canada How we bring a change- We leverage our strong technology expertise and deep industry knowledge coupled with focus on customer experience for XaaS like : -- IoT and vehicle telematics - GST/VAT/ tax compliances, e-invoicing - AI/ML, Gen AI based products and solutions - Safety and workforce logistics - Logistics Process Automation - Consignment Tracking - High Value Goods Security - Fleet Management - insurance Distribution & Aggregation - Analytics and BI Our XaaS based Products and productised services ecosystem brings transformational changes in several industry areas by optimization of resources, costs, and processes. Your Role and Beyond- Your role as the Head of Customer Experience and Operations team is to Lead all post-sales functions across our product lines, ensuring smooth customer onboarding, engagement and retention, Solution/product implementation and operational efficiency. What you will do- Customer Success & Support • Develop and implement a customer success strategy focused on retention, expansion, and satisfaction. • Lead customer success managers (CSMs) and customer support teams across Insurtech, Taxtech, AI, IoT and Logistics domains. • Define and monitor key customer success metrics (NPS, CSAT, retention rates, etc. • Optimize customer support frameworks, including L1, L2, and L3 technical support. Collaborate with sales and product teams to align customer needs with product roadmaps • Collaborate on upselling/cross selling, focusing on critical industries. • Analyze client requirements and offer bespoke solutions to address their unique challenges. • Cultivate and nurture client relationships, ensuring high levels of satisfaction and repeat business. • Present our software solutions effectively to C-level executives and industry leaders. • Collaborate with cross-functional teams to ensure seamless delivery and solution implementation. • Stay abreast of industry trends across our technology and solution areas. • frequent travel for client engagements. Implementation & Onboarding • Oversee integrated professional services and customer onboarding to ensure smooth implementation of our solutions. • Standardize and improve onboarding playbooks, ensuring faster time-to-value for customers. • Work with cross-functional teams to streamline integration and training processes. 3. Operations & Service Delivery • Lead teams responsible for ongoing IoT operations, and service delivery. • Ensure compliance with SLAs, industry standards, and customer agreements. • Leverage automation and AI-driven tools to enhance operational efficiency. 4. Project Management & Account Operations • Oversee project management teams handling customer implementations and operational projects. • Work closely with account managers to ensure a smooth transition from sales to post-sales. • Manage escalations and drive continuous process improvements. 5. Customer Experience & Analytics • Establish a customer experience (CX) framework to enhance engagement and proactive support. • Leverage data and analytics to gain insights into customer behavior and product adoption. • Implement feedback loops to drive improvements in product and service delivery. Qualifications & Skills. • 10+ years of experience in Customer Success, Post-Sales Operations, or Service Delivery in a SaaS/Tech company. • Strong leadership skills with experience in managing cross-functional teams. • Deep understanding of SaaS business models, customer retention strategies, and operational efficiency. • Experience in handling large-scale customer support, integrated professional services, and implementations. • Proficiency in CRM, customer success platforms, and analytics tools. • Excellent stakeholder management, communication, and problem-solving skills. Profound knowledge in- • Technologies: Smart Technologies, Digital Transformation, Data Analytics, AI/ML, Cloud & Big Data, Application Product Engineering. • Solutions: Fleet & Logistics Management (IoT), TaxTech (VAT Solutions), InsureTech, Data Life Cycle Solutions, EduTech Solutions. • Industry Verticals: BFSI (Financial Services), Transport & Logistics, Oil & Gas, Industrial & Manufacturing, Mining & Metals, Real Estate & Construction, Tourism, Education, Public Sector, and Large Enterprises. Skills: Customer Success Experience: 10.00-14.00 Years