Customer Success Lead – Nepal

Job Description:Position: Customer Success LeadLocation: Kathmandu, NepalEmployment Type: Full-TimeLevel: LeadReports To: Founders & Head of GrowthWork Setup: Customer-facing work across Nepal, as required; team builder as the function scalesRole Summary:We are looking for a Customer Success Lead to own the customer journey from onboarding and implementation to adoption, retention, renewals, and expansion. You will help customers turn an AI product into practical, repeatable workflows while building a customer-success system that makes strong outcomes scalable.What You'll Own?Build customer-success systems including onboarding journeys, implementation checklists, training plans, health indicators, escalation paths, and renewal processes.Lead customer onboarding from Sales handover to the first meaningful outcome.Conduct live training, role-based workshops, office hours, and follow-up sessions.Support customers in building useful workflows, Contexts, Recipes, and reusable processes.Create account-success plans with clear outcomes, adoption milestones, stakeholder responsibilities, and review schedules.Monitor customer health, active usage, workflow adoption, Recipe utilisation, satisfaction, support trends, and churn risks.Manage customer support and escalations while coordinating with Product, Technology, Sales, and other teams.Lead renewal readiness and demonstrate customer value achieved.Identify expansion opportunities based on genuine customer needs and outcomes.Coach and develop the Customer Success Officer.Share customer insights, product gaps, training needs, and success stories with Founders, Product, Marketing, and Sales.Turn successful onboarding, implementation, and training practices into reusable playbooks and Recipes.Customer JourneySales Handover → Onboarding → Enablement → Adoption → Renewal & ExpansionRequirements:Bachelor's degree required; Master's/MBA preferred.Background in Business, Management, Marketing, Communications, Technology, or related fields.3–6 years of experience in customer success, account management, implementation, SaaS, technology, training, or consultative client-facing roles.Experience managing a book of business/account portfolio end-to-end.Proven experience with customer onboarding, adoption, training, escalations, renewals, or building repeatable customer processes.Strong spoken and written English and Nepali.Ability to explain complex products clearly and handle challenging customer conversations professionally.Strong ownership, problem-solving, documentation, and communication skills.Commercial understanding that retention and expansion are earned through customer value.Tools & Skills:CRM: HubSpot, Zoho, Salesforce, Airtable, or similar.Customer health, usage, and feedback tracking.Google Workspace, Notion, Slack, Zoom/Google Meet, WhatsApp Business, Linear/Trello, or similar.Comfortable using AI tools such as ChatGPT, Claude, and similar platforms.Strong documentation and process-building skills.Practical Requirements:Full-time in Kathmandu.Willingness to travel for customer meetings, training, and events.Own laptop and smartphone.Dependable internet connection.Flexible schedule when required for customer conversations, training, and escalations.What We Offer?Lead-level compensation aligned with experience and Nepal market standards.Performance-based incentives linked to activation, adoption, retention, renewal, customer health, and business impact.Customer meeting, event, travel, and communication expenses as per policy.Opportunity to build and lead the Customer Success function as the business scales.Exposure to a global AI product and international markets.Opportunity to build AI-native customer-success systems and playbooks.How to Apply?Send your application to hr@vritjobs.comSubject: Customer Success Lead, NepalPlease include:Updated CV/Resume.A cover note describing your strongest customer success, onboarding, implementation, or account-retention outcome, what the customer needed, what you did, and what changed.Proof of work where appropriate: anonymised onboarding plan, success plan, training outline, health dashboard, implementation checklist, case study, or performance summary.One paragraph describing the customer-success system you would build in your first 60 days.