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Customer Success Lead

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  • December 30, 2025
  • Ahmedabad, Gujarat
  • 3 to 5 years

The Customer Success Lead at NewsReach drives client satisfaction, retention, and growth by building strong relationships with customers, ensuring seamless onboarding, and maximizing the value clients get from NewsReach’s media distribution solutions. This role leads customer success initiatives, addresses client needs proactively, and collaborates with internal teams to deliver impactful PR and content amplification results.

Roles & Responsibilities

1. Customer Lifecycle Ownership

  • Own the end‐to‐end customer journey:
  • Onboarding → Adoption → Value Realisation → Renewal
  • Define and track Time to First Value (TTFV) across customer segments
  • Create clear success milestones for different customer segments

2. Subscription & Retention Strategy

  • Analyse one‐time campaign clients to identify: High‐potential accounts for conversion to subscriptions and Reasons for non‐conversion or drop‐off
  • Build and execute subscription conversion playbooks by customer segment
  • Drive: Net Revenue Retention (NRR) & Gross Revenue Retention (GRR)

3. Customer Feedback & Metrics

  • Design, implement, and manage customer feedback programs:
  • NPS (quarterly)
  • CSAT (post‐campaign)
  • CES (across key workflows)
  • Conduct root‐cause analysis for: Detractors, Churned accounts
  • Present monthly customer health, feedback trends, and churn insights to leadership

Key Requirements

  • 3–5 years of experience in Customer Success, Account Management, or Client Servicing.
  • Strong understanding of subscription models, retention metrics, and lifecycle management.
  • Experience working cross‐functionally with Sales, Product, Ops, and Finance.
  • Analytical mindset with the ability to translate data into strategy.
  • Excellent communication, stakeholder management, and presentation skills.
  • Prior experience in SaaS, digital media, ad‐tech, or mar‐tech is a plus.