Head Of Customer Success Management

Who We Are At Unbxd, we're building the world's largest search intelligence products, empowering leading e-commerce businesses globally. We are a close-knit, highly driven, and skilled team of engineers and support professionals who think big and execute beyond expectations. The challenges we tackle span algorithmic problem-solving, systems engineering, machine learning, and infrastructure at a massive scale. Learn more about us here : Netcore Unbxd! Working With Us This is a pivotal opportunity for visionary leaders, strategic problem-solvers, and those committed to continuous learning and team empowerment. Working at Unbxd is innovative, empowering, rewarding, and fun. We offer an amazing office environment, competitive pay, and an excellent benefits package. What You'll Contribute As the Head of Implementation, you will lead and empower a high-performing team of technical program managers / implementation specialists responsible for the successful implementation of Unbxd products for our diverse, global e-commerce clients. You'll set the strategic direction for project execution, ensuring operational excellence across the entire project lifecycle—from setup and testing to launch and post-launch activities. This includes establishing best practices for managing complex project schedules, proactively identifying and mitigating risks at a portfolio level, and ensuring seamless communication with all stakeholders, both internal and external. A key aspect of this role is fostering deep, strategic relationships with Unbxd's key clients, driving their success and expanding our partnerships. Responsibilities Provide strategic leadership and mentorship to a team of strong-performing Technical Program Managers, fostering their growth and ensuring their success. Oversee the entire portfolio of client implementations, ensuring consistent, high-quality, and on-time delivery of Unbxd solutions across all projects. Define and optimize the project management lifecycle and processes for large-scale SaaS implementations, driving efficiency and scalability. Be the executive point of contact for key client relationships, understanding their strategic objectives and aligning Unbxd solutions to meet their business goals. Establish and monitor key performance indicators (KPIs) for project delivery, customer satisfaction, and team performance, implementing improvements as needed. Proactively identify and manage program-level risks, developing mitigation strategies and communicating effectively with senior leadership and stakeholders. Champion continuous improvement initiatives, leveraging client feedback and internal insights to enhance our product offerings and implementation methodologies. Drive cross-functional collaboration with Product Management, Engineering, Sales, and Customer Success to ensure seamless execution and client satisfaction. Stay abreast of industry trends, competitor activities, and emerging technologies to inform strategic decisions and maintain Unbxd's competitive edge. Experience BE / BTech degree in software engineering or a related field. 8+ years of progressive experience in technical program or project management within a SaaS company, with at least 4+ years in a leadership role managing high-performing teams of technical program managers overseeing international customers (US, Europe, etc.). A deep understanding of the project management lifecycle within a SaaS context, with extensive hands-on experience and strategic oversight of APIs and SDKs. Proven ability to build, mentor, and scale high-performing technical program management teams. Demonstrated passion for customer success and building enduring client relationships, especially within the SaaS product space. Exceptional strategic thinking, problem-solving, and decision-making skills with a track record of driving significant business impact. Superior written and verbal communication, negotiation, and presentation skills, capable of influencing at all levels, both internally and with executive-level clients. Ability to thrive in a fast-paced, multi-tasking environment, effectively prioritizing and managing complex initiatives across a portfolio of projects. Strong technical acumen and familiarity with various technologies, capable of understanding complex technical discussions and guiding solutions.