Customer Success Lead
As a Customer Success Lead, you will own the post-sales customer journey for our AI chatbot SaaS platform.
Full-time | 5 - 7 Years Experience
Job Description
Explore Exciting Opportunities and Shape Your Future with Our Diverse Range of Job Openings
The Role-
As a Customer Success Lead, you will own the post-sales customer journey for our AI chatbot SaaS platform. You will be responsible for client onboarding, technical support excellence, process improvement, and team leadership. This role acts as the bridge between customers, support teams, and product engineering to ensure fast issue resolution, high satisfaction, and long-term customer success.
You will also play a key role in defining support standards, improving documentation, and driving measurable outcomes across customer success metrics.
What you need for this role-
- Education - Bachelor’s degree in Computer Science, IT, Engineering, or a related field
- Experience - 5 to 7 years of experience in Customer Success or Technical Support roles within a SaaS product-based company
- Skills Required -
- Strong hands-on experience with APIs and Webhooks
- Experience using HubSpot for CRM and ticket management
- Ability to troubleshoot technical issues and integrations end-to-end
- Experience managing and mentoring an existing support or CS team
- Strong process building and documentation skills
- Excellent written and verbal communication skills
- Prior exposure to WhatsApp API or chatbot platforms is a plus
What you will be doing-
- Own and manage client onboarding, including technical setup and integration guidance.
- Act as the escalation point for complex technical and product issues.
- Ensure smooth day-to-day support operations across tickets and live channels.
- Collaborate closely with Product and Engineering teams to resolve bugs and feature gaps.
- Create and maintain support processes, SOPs, and help assets such as FAQs and knowledge base articles.
- Track and improve key customer success metrics, including First Response Time, TAT, Resolution SLA, and CSAT.
- Review support quality and guide the team on best practices and improvements.
- Share customer feedback and insights to drive product and experience improvements.
- Support organizational initiatives such as training, internal documentation, and process audits.
- Lead, mentor, and train junior customer success team members, ensuring consistent service quality.
- Handle escalations and resolve complex customer issues effectively.
Top reasons to work with us-
- Be the voice of customers for a fast-growing AI SaaS product.
- Work with global clients and cutting-edge technology.
- Growth-oriented culture with opportunities to upskill.
- Collaborative team environment with knowledge-sharing at its core.
- Flexible work hours and a strong work-life balance.
Information collected and processed as part of the job applications you choose to submit is subject to Relinns’s Applicant and Candidate Privacy Policy.
Relinns is proud to be an equal opportunity employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity or any other basis protected by law.
Job Summary
Location
Mohali, Sector 75, Punjab 160071
Job Type
Full-time
Date Posted
Posted 17 days ago
Experience
Experience: 5 - 7
Working Hours
10 AM - 7 PM
Working Days
5 days | 2nd & 4th Saturday
Application Form
Explore Exciting Opportunities and Shape Your Future with Our Diverse Range of Job Openings
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By submitting an application through our website, you agree to provide accurate and truthful information. We reserve the right to verify the details provided and may reject applications with false or misleading data. Your application information will be treated confidentially and used solely for recruitment purposes. We are an equal opportunity employer and do not discriminate based on race, gender, religion, or any other protected status. The submission of an application does not guarantee employment, and we are not liable for any decision related to your application. We may contact you via the provided contact details for further recruitment-related communication.
Frequently Asked Questions
You should complete the assignment on your own without seeking help from
anyone, including colleagues, or friends, or copying from other websites. If
anyone is found violating this rule, their continued engagement with the
company will be affected, leading to termination.
Personal Laptop/System with 8 GB RAM, 120 GB SSD, or more for the training
period and the official system will be allocated after the training period
Laptop/System audio/video input & output should be properly functional
List of software that should be installed on the laptop
All Profiles: Google Chrome, Grammarly,
Technical Profiles: VSCODE, Ubuntu as OS
Non-Technical Profiles:
Anyone original document (10th, 12th, graduation or post-graduation)
Identity proof. (DL, PAN, and Passport)
Address proof (Aadhar Card)
Passport Size photographs
Photocopy of Certificates from matriculation to up to your highest
qualification.
2 Professor’s/Professional References
You should be agreed to the stipend amount mentioned in the letter of intent (LOI)
provided by the company. You should understand that the stipend amount is final and is
happily accepted by you. You should accept the terms and conditions mentioned in the LOI
and confirm your commitment to fulfilling your responsibilities as an employee of the
company.
You are free to plan your vacations during your training period. However, if you take more
than 6 days of leave, your training period will get extended by the days of vacation you
take.
Your appraisal will be affected and the retention bonus transfer if committed will be
extended in case an employee is on leave for more than 10 days in a calendar apart from
the allowed leaves quota or if 10 continuous leaves are taken. The new date of successful
completion of one (1) year will be calculated based on the number of leaves taken from the
date of one (1) year of successful/continuous completion.
The candidate has to get a request letter from the college for employment at Relinns. Once
we receive an Employment request letter, the candidate will be offered the Letter of Intent
for Employment at Relinns. On the date of joining, a candidate will be requested to get all
documents as per the joining email for verification purposes & need to submit one original
certificate 10th or 12th Class for the training period.
Relinns will be providing only 2 documents, one at the joining date (Appointment Letter)
other is the Experience letter, In case there is any other document required by the college
as per the curriculum request then it can only be given based on email requests from
college authorities. Please inform HR prior to your joining about such a request.
In case of any misconduct, failure to comply with company policies, or not being able to
meet the expected performance standards, Relinns has complete authority to discard your
candidature for employment.
Candidates who leave before 12 months without paying Relinns INR 20,000 per month to the
company for the time spent during the training; as a penalty to cover the cost of training
spent by the company will be considered as an absconding case which will be informed to
the college authorities and relevant industry forums may affect his/her further engagement
in the industry and will be blacklisted by Relinns. The company will pursue legal action to
recover the training cost.
Relinns is not the best place for those who are looking for engagement for short period and
have plans for higher studies, govt jobs, shift to aboard, or joining a family business.
Candidates who leave within the training period or after working for a few months before
completing the 12 months from DOJ with the company will not be eligible for a training
completion certificate, will have to service a 30-day notice period, and will have to pay
Relinns INR 20,000 per month to the company for the time spent during the training; as a
penalty to cover the cost of training spent by the company and to get relieved from the
company with proper documents.