Scope of Work & Responsibilities

• Lead and manage the Customer Success team of 3–4 members, including performance management, coaching, and professional development.
• Drive internal stakeholder management across Engineering, Design, and Business Development teams, and manage external relationships with NGO partners.
• Oversee the Customer Support function end-to-end, ensuring SLA adherence and continuous improvement in support quality.
• Execute the Customer Success roadmap across 3 quarters, owning Glific platform goals for FY 2026–27.
• Work hands-on with 1–2 high-stakes consulting engagements with NGO partners, delivering strategic outcomes.
• Drive customer experience and retention improvements by identifying and championing product feature enhancements.

Required Skills & Experience

• Demonstrated experience in people management, team leadership, and driving cross-functional initiatives to completion.
• Strong project management and stakeholder management skills with the ability to balance competing priorities.
• Prior experience in the social sector, ideally working with NGOs, non-profits, or development organizations.
• Working knowledge of technology platforms and AI-driven products; comfort navigating technical discussions.
• High ownership mindset with a track record of excellence in deliverable quality; serves as a role model to the team.
• Excellent written and verbal communication skills; ability to anchor and lead webinars, cohort sessions, and client-facing workshops.