KodeKloud’s a fast-growing EdTech SaaS company dedicated to transforming the way businesses upskill their teams in DevOps, Cloud Computing, and IT. Our platform offers a hands-on, practical learning experience trusted by over 1 million users worldwide. 
 

We at Kodekloud are committed to building a globally diverse team and are thrilled to extend employment opportunities to individuals in any part of the world. We require candidates to possess eligible working rights and have a compatible timezone overlap with their team to facilitate seamless collaboration. 

As a remote-first company, our interviews and onboarding are entirely virtual, providing a smooth and efficient experience for our candidates.

Role Overview

We are seeking a Customer Success Leader to take end-to-end ownership of the customer lifecycle—from onboarding to renewal and expansion. This strategic role will lead our Customer Success team, shape our customer experience (CX) strategy, manage account growth, handle technical escalations, and ensure CRM and workflow excellence to drive retention and revenue.

You will serve as the voice of the customer, collaborating closely with Product, Engineering, Sales, and Marketing to deliver a seamless and high-impact experience for our B2B clients.

Key Responsibilities

🌟 Customer Lifecycle Management

• Own the entire customer journey—from onboarding, adoption, and engagement to renewal.
• Develop and continuously optimize playbooks for onboarding, QBRs, adoption tracking, and renewals.

📈 Expansion & Retention

• Drive account expansion by identifying growth opportunities (upsell, cross-sell) and proactively pitching relevant offerings.
• Monitor account health, churn risk, and proactively mitigate challenges to ensure retention.

💬 Customer Advocacy & Feedback Loop

• Act as the customer advocate internally—bringing structured, data-driven feedback to Product, Engineering, and Leadership.
• Create mechanisms (NPS, etc) to capture and act on customer sentiment.

🤝 Team Leadership

• Lead, coach, and scale a high-performing Customer Success team.
• Define KPIs, set clear goals, and instill a customer-first culture within the CS organization.

🔧 Technical Expertise & Support Oversight

• Ensure the CS team is equipped to handle basic to intermediate technical queries related to KodeKloud’s platform.
• Serve as an escalation point for technical or strategic conversations with clients.

🛠️ CRM & Infrastructure

• Oversee the CRM system (e.g., HubSpot) used by the CS team—ensuring clean data, automation, and effective reporting.
• Partner with RevOps to streamline processes for renewals, health scoring, and customer communications.

What Success Looks Like

• Increased Net Revenue Retention (NRR), Upsell/Expansion Opps and Customer Lifetime Value (CLTV)
• Reduced churn and improved customer health scores
• Scalable, repeatable customer onboarding and success frameworks
• High CSAT/NPS and actionable customer feedback loops
• A motivated, aligned, and metrics-driven CS team

Qualifications

Must-Haves:

• >3 years of experience in Customer Success or Account Management, preferably in B2B SaaS or edtech.
• 2+ years in a leadership role managing customer-facing teams.
• Proven track record of driving revenue through renewals and expansions.
• Strong understanding of customer journey mapping, customer health metrics, and CS tooling.
• Excellent communication skills with the ability to manage both executive and technical stakeholders.

Nice-to-Haves:

• Familiarity with DevOps, Cloud, or enterprise training solutions.
• Experience working with HubSpot, Salesforce, or similar CRM platforms.
• Knowledge of product-led growth (PLG) models and customer education.

Why Join KodeKloud?

• Mission-driven company at the forefront of cloud and DevOps education.
• High-impact role with cross-functional visibility and leadership.
• Remote-first culture with global talent and inclusive values.
• Opportunity to shape the future of enterprise upskilling.

How to Apply

Send your resume and a short note on why you’re excited about this role to ananya.choudhary@kodekloud.com