The Head of Customer Success will lead the end-to-end engagement with customers, overseeing Technical Program Management and Application Engineering teams. This role is responsible for ensuring successful onboarding, integration, program execution, and long-term satisfaction of OEM and Tier-1 customers. It combines technical depth, operational execution, and customer-centric leadership to deliver exceptional product and partnership outcomes.
Key Responsibilities
Customer Engagement & Success Strategy
- Own the customer lifecycle from onboarding to post-deployment support, ensuring customer goals are met with high satisfaction.
- Build trusted relationships with OEMs, system integrators, and development partners.
- Serve as the executive sponsor and technical liaison for key accounts.
Team Leadership
- Lead and grow the Technical Program Management (TPM) team to drive delivery of complex EV programs, ensuring quality, timelines, and customer alignment.
- Manage the Application Engineering team responsible for integration support, custom feature implementation, field validation, and issue resolution.
- Define performance metrics and best practices for proactive customer success management.
Technical Program Management
- Drive structured execution of development programs including planning, requirements tracking, risk management, and milestone reviews.
- Coordinate with internal engineering, supply chain, and production teams to ensure on-time product delivery.
- Escalate and resolve cross-functional issues impacting delivery or performance.
Application Engineering
- Oversee system-level support activities such as customer-specific configurations, integration into EV platforms, testing, and validation.
- Manage technical troubleshooting, field trials, and diagnostic efforts in collaboration with internal teams.
- Capture customer feedback and pain points to drive product improvements.
Cross-functional Collaboration
- Act as the voice of the customer within the organization, advocating for product quality, features, and service excellence.
- Collaborate closely with Engineering, Product, QA, and Manufacturing to close the loop between customer needs and internal delivery.
- Ensure smooth transitions between development, production, and post-deployment phases.
Qualifications and Skills
- Bachelor’s or Master’s degree in Engineering (Electrical, Mechanical, Automotive, or related); MBA is a plus.
- 10+ years of experience in customer-facing engineering roles, preferably in automotive, EV, or embedded product domains.
- Proven track record in technical program delivery and customer success leadership.
- Deep understanding of EV sub-systems (BMS, motor control, VCU, telematics) and integration challenges in 2W/3W/4W platforms.
- Strong project and program management skills, with experience managing multiple high-stakes programs.
- Ability to manage technical conversations with engineering teams and business discussions with senior stakeholders.
- Excellent communication, negotiation, and problem-solving skills.
Requirements
- Experience working with OEMs and Tier-1 suppliers in the EV or automotive sector.
- Familiarity with homologation and compliance cycles (ARAI, ICAT, etc.).
- Hands-on knowledge of embedded systems, diagnostics, and debugging tools.
- Exposure to tools like JIRA, Confluence, PLM systems, or customer ticketing platforms.