Head of Customer Success

Job Description

We are a technology-driven embedded systems and electronics company building innovative solutions for electric 2-wheelers, 3-wheelers, and 4-wheelers. Our products power the future of clean transportation through smart, scalable, and high-performance embedded platforms. We work with leading OEMs and Tier-1s to bring EV products to life—from concept to deployment. As we scale, we're seeking a strategic leader to build and lead our Customer Success function. Position Summary The Head of Customer Success will lead the end-to-end engagement with customers, overseeing Technical Program Management and Application Engineering teams. This role is responsible for ensuring successful onboarding, integration, program execution, and long-term satisfaction of OEM and Tier-1 customers. It combines technical depth, operational execution, and customer-centric leadership to deliver exceptional product and partnership outcomes. Key Responsibilities Customer Engagement & Success Strategy Own the customer lifecycle from onboarding to post-deployment support, ensuring customer goals are met with high satisfaction Build trusted relationships with OEMs, system integrators, and development partners Serve as the executive sponsor and technical liaison for key accounts. Team Leadership Lead and grow the Technical Program Management (TPM) team to drive delivery of complex EV programs, ensuring quality, timelines, and customer alignment Manage the Application Engineering team responsible for integration support, custom feature implementation, field validation, and issue resolution Define performance metrics and best practices for proactive customer success management Technical Program Management Drive structured execution of development programs including planning, requirements tracking, risk management, and milestone reviews Coordinate with internal engineering, supply chain, and production teams to ensure on-time product delivery Escalate and resolve cross-functional issues impacting delivery or performance Application Engineering Oversee system-level support activities such as customer-specific configurations, integration into EV platforms, testing, and validation Manage technical troubleshooting, field trials, and diagnostic efforts in collaboration with internal teams Capture customer feedback and pain points to drive product improvements Cross-functional Collaboration Act as the voice of the customer within the organization, advocating for product quality, features, and service excellence Collaborate closely with Engineering, Product, QA, and Manufacturing to close the loop between customer needs and internal delivery Ensure smooth transitions between development, production, and post-deployment phases Qualifications And Skills Bachelor's or Master's degree in Engineering (Electrical, Mechanical, Automotive, or related); MBA is a plus 10+ years of experience in customer-facing engineering roles, preferably in automotive, EV, or embedded product domains Proven track record in technical program delivery and customer success leadership Deep understanding of EV sub-systems (BMS, motor control, VCU, telematics) and integration challenges in 2W/3W/4W platforms Strong project and program management skills, with experience managing multiple high-stakes programs Ability to manage technical conversations with engineering teams and business discussions with senior stakeholders Excellent communication, negotiation, and problem-solving skills Requirements Experience working with OEMs and Tier-1 suppliers in the EV or automotive sector Familiarity with homologation and compliance cycles (ARAI, ICAT, etc.) Hands-on knowledge of embedded systems, diagnostics, and debugging tools Exposure to tools like JIRA, Confluence, PLM systems, or customer ticketing platforms Show more Show less