We are a technology-driven embedded systems and electronics company building innovative solutions for electric 2-wheelers, 3-wheelers, and 4-wheelers. Our products power the future of clean transportation through smart, scalable, and high-performance embedded platforms. We work with leading OEMs and Tier-1s to bring EV products to life—from concept to deployment. As we scale, we’re seeking a strategic leader to build and lead our Customer Success function.

Position Summary

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.