About UrbanPiper:
UrbanPiper is a B2B SaaS platform helping restaurants with digital transformation. Our platform enables restaurants to manage and automate their online presence — on their own websites/apps or on leading food delivery platforms like Zomato, Swiggy, Amazon Foods, Deliveroo, Talabat, HungerStation, and Jahez.
We currently process nearly 3 million transactions every month and are partnered with 12,000+ restaurants across India, the US, Canada, the UK, and the Middle East. Consistency, reliability, scalability, and agility define how we work.
Your Role:
Client Relationship & Advocacy
Build and maintain long-term relationships with key clients, serving as their primary contact post-onboarding
Regularly engage with clients to understand their business needs, challenges, and goals
Act as the internal advocate for clients, ensuring their voices are heard and concerns addressed
Team Leadership
Lead, coach, and develop Customer Success team members
Manage task distribution and resource allocation across the team
Conduct regular performance reviews and identify growth opportunities
Retention & Growth
Monitor client health metrics and identify at-risk accounts to mitigate churn
Identify upsell and cross-sell opportunities, working with the sales team to expand accounts
Oversee contract renewals to ensure client retention and satisfaction
Cross-functional Collaboration
Work closely with sales, onboarding, and product teams for a seamless client experience
Provide actionable product feedback based on client interactions
Report regularly to senior management on client health, team performance, and success stories
Strategy & Process
Develop and implement customer success strategies aligned with company goals
Continuously review and optimize customer success processes
Stay current on industry best practices and integrate new approaches
Data & Insights
Analyze metrics including NPS, CSAT, and churn rates
Use data to drive decisions and improve retention strategies
Deliver data-driven reports and insights to senior leadership
What We're Looking For:
Experience in a B2B SaaS company with familiarity in subscription models, renewals, and customer lifecycle management
2+ years in a Customer Success leadership role (team lead or manager)
Proven track record of driving retention, reducing churn, and increasing customer satisfaction
Strong customer advocacy and ability to translate client needs internally
Ability to troubleshoot technical issues and collaborate with engineering teams
Excellent verbal and written communication skills
Experience designing and implementing customer journey strategies
Proactive, growth-oriented mindset
Track record of meeting or exceeding KPIs (retention rates, NPS, CSAT)
Strong project management skills with the ability to handle multiple priorities and manage expectations with senior stakeholder
Nice to Have:
Strong organizational skills and a self-starter attitude
Prior experience with delivery service platforms
Understanding of API integrations
Degree in Business, Marketing, Engineering, Mathematics, or a related field
Experience with SQL
Familiarity with Freshdesk, GitHub, Postman, Kibana, or project management tools
MBA or equivalent
Apply now if you wish to be a Piper.
