Customer Success Lead

About the role

We are seeking a proactive Customer Success Lead who will guide customers through onboarding, adoption, and long‑term value realization of our AI‑powered SaaS solutions. The role focuses on ensuring customers achieve their goals, stay engaged, and expand their relationship with the company.

Key responsibilities

• Own the end‑to‑end customer journey from sales handover through onboarding, adoption, retention, and renewal.
• Design and continuously improve onboarding, implementation, training, and support processes.
• Deliver product trainings, workshops, demos, and follow‑up sessions.
• Help customers build practical workflows that integrate AI tools into daily operations.
• Create account success plans, monitor usage metrics, and track goal attainment.
• Identify risks, address churn signals, and take proactive mitigation actions.
• Coordinate customer queries, support tickets, and escalations with internal teams.
• Drive renewal conversations and uncover expansion opportunities.
• Collect feedback and relay insights to Product, Sales, Marketing, and Management.
• Develop repeatable success playbooks and coach junior Customer Success team members.

Required profile

• 3–6 years of experience in Customer Success, Account Management, Implementation, SaaS, or related client‑facing roles.
• Proven track record managing onboarding, product adoption, training, and retention.
• Experience with B2B SaaS or AI technology products is a plus.
• Excellent written and spoken English and Nepali, with the ability to simplify complex technology.
• Strong organizational skills and the capacity to handle multiple accounts simultaneously.
• Genuine interest in AI and emerging technologies.
• Willingness to travel for customer meetings when required.

Required skills

What we offer

• Competitive compensation package in line with company policy.
• Opportunities for professional growth within a fast‑growing AI SaaS company.