Head of Customer Success

Company Description

Pune Gas specializes in delivering gas solutions for industrial and commercial consumers, with a strong emphasis on quality products, state-of-the-art installation services, and exceptional customer experiences. With over three decades of industry experience, we offer a range of services including Bulk Installations for LPG, Industrial Piped Natural Gas Installations, and Gas Leak Detection Systems. Our commitment to modern and green fuel solutions is evident in our continuous efforts to innovate and uplift our services. Located in Pune, our team is dedicated to maintaining high standards for our valuable clients.

Role Description

This is a full-time, on-site role for a Head of Customer Success based in Pune. The Head of Customer Success will be responsible for ensuring customer satisfaction and retention, managing accounts, and enhancing the overall customer experience. The role involves developing customer success strategies, analyzing customer data, and leading a team to achieve customer-related goals. Effective communication and problem-solving skills are crucial for success in this role.

Key Responsibilities:

• Customer Advocacy & Relationship Management:

  Develop and nurture strong relationships with key customers to ensure satisfaction and retention.

• Onboarding & Product Adoption:

  Lead the customer onboarding process, ensuring smooth installation, training, and integration of Pune Gas products and solutions.

• Retention & Growth:

  Identify opportunities for upselling and cross-selling to existing customers by understanding their evolving needs.

• Customer Support & Issue Resolution:

  Oversee and improve the customer support function, ensuring timely resolution of technical and service-related concerns.

• Data-Driven Decision Making:

  Utilize customer data, feedback, and analytics to drive improvements in customer experience and product performance.

• Customer Success Strategy:

  Define and implement best practices for customer engagement, adoption, and retention.

• Cross-Functional Collaboration:

  Work closely with sales, product development, operations, and marketing teams to enhance customer engagement strategies.

• Training & Enablement:

  Develop programs to educate customers and internal teams on product usage, maintenance, and best practices.

• Voice of the Customer:

  Act as the internal advocate for customers, influencing product innovation and service enhancements.

• Customer Success Metrics:

  Establish and track KPIs such as, customer retention rate, and support resolution time.

Qualifications & Experience:

• Bachelor’s degree in Engineering, Business, or a related field (MBA preferred).
• 12+ years of experience in customer success, client services, or account management in B2B sectors, preferably in industrial gas, energy, or engineering solutions.
• Proven track record of improving customer retention and satisfaction.
• Strong leadership and team management skills.
• Ability to build and execute customer success strategies in a technical, industrial environment.
• Excellent communication, problem-solving, and stakeholder management skills.
• Experience with CRM systems and customer success tools.

If you are passionate about customer success and want to be part of a company that is shaping the future of gas solutions, we invite you to apply and be a part of Pune Gas' journey!