Head - Customer Success

About Drivers4MeDrivers4Me is a driver-services platform focused on providing reliable, professional, and verified drivers to individual customers. We are building a customer-first experience where finding, onboarding, managing, and retaining a trusted driver is simple and seamless.

Role OverviewWe are looking for an experienced and highly customer-focused Head of Customer Success – B2C to lead the end-to-end customer experience for Drivers4Me.

The role will own customer onboarding, service delivery, issue resolution, retention, renewals, customer engagement, and overall satisfaction. The ideal candidate should have strong experience managing high-volume B2C operations, customer support teams, and service businesses where customer trust and responsiveness are critical.

This person will be responsible for building a scalable Customer Success function and ensuring that every customer interaction reflects the quality and reliability of the Drivers4Me brand.

• Key Responsibilities1. Customer Success & ExperienceOwn the complete B2C customer journey from onboarding to ongoing service and renewal.
• Ensure customers receive timely, reliable, and professional driver services.
• Develop processes to improve customer satisfaction, retention, and lifetime value.
• Proactively engage with key/high-value customers to understand their requirements.
• Build strong relationships with customers and act as the escalation point for critical issues.
• 2. Driver-Service CoordinationWork closely with the driver recruitment and operations teams to ensure the right driver is assigned to the right customer.
• Monitor driver performance, punctuality, behaviour, professionalism, and customer feedback.
• Establish mechanisms to quickly replace drivers in case of absence, poor performance, or customer dissatisfaction.
• Ensure service continuity and minimize customer downtime.
• 3. Complaint & Escalation ManagementOwn resolution of customer complaints and escalations.
• Establish defined SLAs for different categories of customer issues.
• Track root causes of complaints and implement corrective actions.
• Create escalation frameworks for urgent situations.
• Ensure customers receive clear communication and timely resolution.
• 4. Customer Retention & RevenueDevelop strategies to increase customer retention and reduce churn.
• Drive renewals, repeat usage, upgrades, and referrals.
• Identify opportunities for cross-selling and upselling relevant services.
• Monitor customer lifetime value and identify high-value customer segments.
• Build customer loyalty and referral programs.
• 5. Team LeadershipBuild, train, and manage the B2C Customer Success team.
• Define team structures, roles, KRAs, and performance metrics.
• Set daily/weekly/monthly productivity targets.
• Coach team members on communication, customer handling, objection handling, and problem-solving.
• Build a strong customer-first culture within the organization.
• 6. Processes & TechnologyBuild SOPs for onboarding, customer support, complaints, escalations, driver replacement, renewals, and retention.
• Implement CRM and customer-support processes to ensure complete visibility of customer interactions.
• Use customer data and dashboards to identify trends and operational gaps.
• Automate repetitive customer communication wherever possible.
• Continuously improve processes based on customer feedback and data.
• 7. Customer Feedback & Product ImprovementEstablish a systematic process for collecting customer feedback.
• Track NPS, CSAT, customer complaints, churn reasons, and service quality.
• Share customer insights with Product, Technology, Recruitment, and Operations teams.
• Convert customer feedback into actionable improvements.
• Identify recurring pain points and drive cross-functional solutions.
• Key Performance Indicators (KPIs)Customer Retention / Renewal Rate
• Customer Churn Rate
• Customer Lifetime Value (LTV)
• NPS / CSAT
• First Response Time
• Resolution Time
• Complaint Resolution Rate
• Driver Replacement TAT
• Repeat Customer Rate
• Customer Referral Rate
• Escalation Rate
• Customer Success Team Productivity
• Revenue from Existing Customers
• Candidate Profile8–12+ years of experience in Customer Success, Customer Experience, B2C Operations, Hospitality, Mobility, Staffing, Home Services, or other service-led businesses.
• 3+ years of experience managing a customer success/support/operations team.
• Strong experience in handling high-volume B2C customers.
• Proven track record of improving customer retention and satisfaction.
• Strong people-management and leadership skills.
• Excellent communication, negotiation, and conflict-resolution abilities.
• Strong analytical and problem-solving skills.
• Comfortable working in a fast-paced startup environment.
• Strong understanding of CRM, customer-support tools, dashboards, and operational metrics.
• Experience in a driver, mobility, staffing, home-services, or marketplace business will be an added advantage.

Ideal CandidateThe ideal candidate is a customer champion and strong operations leader who understands that in a driver-services business, customer trust is everything.

You should be comfortable dealing directly with customers, managing escalations, leading teams, working with driver operations, and taking ownership of problems until they are completely resolved.

If you are passionate about building a world-class B2C customer experience and enjoy creating processes from the ground up, we would love to hear from you.