Job Description

About Data Axle:

Data Axle Inc. has been an industry leader in data, marketing solutions, sales, and research for over 50 years in the USA. Data Axle now has an established strategic global centre of excellence in Pune. This centre delivers mission critical data services to its global customers powered by its proprietary cloud-based technology platform and by leveraging proprietary business and consumer databases.

Data Axle India is recognized as a Great Place to Work! This prestigious designation is a testament to our collective efforts in fostering an exceptional workplace culture and creating an environment where every team member can thrive.

The Customer Success Lead will lead a high-volume team responsible for delivering proactive, scalable customer support while protecting and growing a large book of businesses

This role is the backbone of the customer experience for long-tail accounts — ensuring customers are supported, retained, and positioned for growth through efficient, repeatable service models.

Success is defined by:

• Customer retention & satisfaction
• Speed and quality of support
• Operational efficiency at scale
• Incremental, opportunistic revenue growth

Key Responsibilities

Customer Support & Experience (Primary Focus)

• Own the end-to-end support model for Tier 4 accounts
• Ensure timely, high-quality resolution of:
  • Inbound requests
  • Product/service issues
  • Billing or accounting questions
• Establish and enforce SLAs (response time, resolution time, follow-up cadence)
  • Drive a proactive support motion, including:
  • Health checks
  • Usage monitoring
  • Renewal readiness outreach
• Build a culture where reps are:
  • Responsive
  • Solution-oriented
  • Focused on customer outcomes

Retention & Churn Prevention

• Identify at-risk accounts early using data and rep signals
• Implement structured save plays and intervention strategies
• Track and improve:
  • Retention rate
  • Churn rate
  • Customer health indicators

Partner with leadership on root cause analysis of churn and corrective actions

Scaled Account Management

• Design and enforce a coverage model that balances:
  • Reactive support (inbound)
  • Proactive outreach (campaign-based)
• Implement segmented engagement strategies, such as:
  • Automated touchpoints
  • Pooled account coverage
  • Trigger-based outreach
• Ensure no account is “untouched,” while maintaining efficiency

Team Leadership & Performance Management

• Lead, coach, and develop a team of Account Strategists / Support Reps
• Create a customer-first, metric-driven culture
• Manage performance across both:
  • Support KPIs (SLA adherence, CSAT, resolution time)
  • Commercial KPIs (retention, upsell, book stability)
• Run regular:
  • Ticket/case reviews
  • Call quality audits
  • Coaching sessions focused on service excellence

Operational Excellence & Process Optimization

• Build and refine support workflows, playbooks, and escalation paths
• Drive adoption of systems (Salesforce, ticketing tools, knowledge base)
• Partner with Ops to:
  • Improve case routing
  • Reduce resolution times
  • Eliminate repetitive issues through process fixes
• Establish a strong knowledge management system for reps

Revenue Support (Secondary, Opportunistic)

• Enable team to identify and act on:
  • Upsell opportunities
  • Cross-sell signals
  • Renewal expansions
• Ensure revenue motions are:
  • Contextual (based on customer need)
  • Non-disruptive to support experience

Cross-Functional Collaboration

• Partner closely with:
  • Customer Support / Success teams
  • Product (feedback loops on issues)
  • Sales Ops (reporting & segmentation)
  • Marketing (automated campaigns & education)

• Act as the voice of the Tier 4 customer internally

Key Metrics for Success

Support Metrics (Primary)

• SLA adherence (response & resolution time)
• Case volume per rep
• First-contact resolution rate
• Customer satisfaction (CSAT) / NPS

Retention Metrics

• Churn rate
• Renewal rate
• Customer health score improvement

Efficiency Metrics

• Cost to serve per account
• Accounts managed per rep
• Ticket resolution efficiency

Growth Metrics (Secondary)

• Upsell / cross-sell revenue
• Incremental book growth

Qualifications

Experience

• 5–8+ years in customer support, inside sales, or account management
• 2–4+ years managing high-volume support or hybrid support/sales teams
• Experience in shared services or global delivery environments (India preferred)

Disclaimer:

Data Axle India follows a merit-based employee recruitment practice with extensive screening steps. Data Axle India does not charge/accept any amount or security deposit from job seekers during the recruitment process.

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