Customer Success & Service Delivery Lead

Were Hiring | Customer Success & Service Delivery Lead

Location:

Bangalore

Experience:

3+ Years

Employment Type:

Full-time

Working Days:

Monday to Friday

Immediate Joiners Preferred

Kasplo is looking for a

Customer Success & Service Delivery Lead

to take ownership of the post-sales customer experience and lead our Customer Success and Service Delivery functions.

What Youll Do

Lead Customer Success & Technical Support teams and drive customer satisfaction.

Own customer onboarding, implementation, product adoption, and ongoing engagement.

Manage customer escalations, support operations, ticket prioritization, and SLA adherence.

Coordinate with

Product, Engineering, Infrastructure, and Deliverability

teams to resolve customer issues.

Handle technical customer requirements involving

APIs, SMTP, DNS, email infrastructure, and deliverability

.

Monitor customer health, service issues, incidents, and potential churn risks.

Build strong B2B customer relationships and ensure issues are followed through to closure.

Develop SOPs, troubleshooting processes, and effective escalation workflows.Z

What Were Looking For

3 years of experience

in Customer Success, Technical Support, Service Delivery, SaaS Operations, or similar roles.

Experience in

SaaS, Email, Martech, CPaaS, Messaging, or technology products

is preferred.

Strong understanding of

APIs, SMTP, DNS, and SaaS concepts

.

Working knowledge of

email deliverability

and concepts such as SPF, DKIM, DMARC, MX, IP reputation, bounces, and deferrals.

Experience handling

B2B customers and technical escalations

.

Strong team management, problem-solving, and stakeholder management skills.

Excellent communication skills

with the ability to explain technical issues clearly to customers.

Strong ownership and ability to manage multiple priorities in a fast-paced environment.

If you enjoy working at the intersection of customers and technology, solving complex problems, leading teams, and driving issues through to resolution, wed love to hear from you.

Interested candidates can share their CV at:

hidden_email

#Hiring #CustomerSuccess #ServiceDelivery #CustomerSupport #SaaS #TechnicalSupport #B2B #BangaloreJobs #HiringNow .