Title:  Customer Success Lead - AI solutions

Enable your future

At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world’s most forward-thinking brands, and explore what’s possible when human expertise meets technology. Together, we’ll enable the future — starting with yours.

Top reasons to work with TDCX

• Attractive remuneration and great perks
• Comprehensive medical, insurance, and social security coverage
• World-class workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive work culture that enables your future
• Easy-to-access location with direct public transport links
• Flexible working arrangements
• Coaching and mentoring from experts in your field
• Join a global company, winner of hundreds of industry awards

What is your mission?

Build the customer experience for the next generation of AI-powered businesses. We're building an AI-native SaaS platform that helps businesses become accurately understood, recommended, and trusted by Large Language Models (LLMs) such as ChatGPT and other AI assistants.

Launching commercially in August 2026, we're looking for our first Customer Success Lead to design and lead the entire post-sales customer journey. This is more than a CX role, it's an opportunity to build a customer function from the ground up, influence product development, and create an exceptional customer experience that drives long-term growth.

If you're passionate about customer success, building scalable operations, and working in a fast-moving startup environment backed by an established organization, we'd love to meet you.

As our Customer Success Lead, you'll own every stage of the customer journey after the sale, from onboarding and adoption to support, customer insights, and partner success.

Deliver an Exceptional Customer Experience

• Build and manage a high-quality customer support operation, ensuring timely resolution of technical and product-related enquiries.
• Champion a customer-first culture by continuously improving customer satisfaction and service quality.
• Develop scalable support processes, playbooks, and knowledge resources as the business grows.

Lead Customer Onboarding & Success

• Design and manage onboarding journeys that help customers realise value quickly.
• Partner with agency customers to ensure successful implementations and ongoing engagement.
• Identify customers requiring additional support and proactively drive adoption.

Be the Voice of the Customer

• Collect, analyse, and prioritise customer feedback, transforming insights into actionable product improvements.
• Work closely with Product, Engineering, and Growth teams to improve usability and customer outcomes.
• Advocate for customers in product planning and roadmap discussions.

Build Customer Operations

• Own customer support workflows, CRM processes, reporting, and service metrics.
• Monitor service levels, customer health, and operational performance.
• Develop scalable operating procedures that support future growth.

Deliver Business Insights

• Produce customer health, adoption, and performance reports for customers and leadership.
• Track customer satisfaction, issue trends, product adoption, and support performance.
• Identify opportunities to improve retention, engagement, and customer lifetime value.

What Success Looks Like

Within your first operational phase in 2026, you'll have:

• Built and launched our customer support operation ahead of commercial launch.
• Designed onboarding journeys for customers and agency partners.
• Established customer reporting and health monitoring.
• Implemented scalable support processes and SLAs.
• Created a structured customer feedback programme that directly influences product development.
• Helped deliver an outstanding experience for our first customers.

Who are we looking for?

You're passionate about customers, enjoy building new processes, and thrive in high-growth environments. You'll likely have:

• 5+ years of experience in Customer Success, Customer Experience, Technical Support, Customer Operations, or SaaS Support.
• Experience supporting B2B SaaS or digital platforms.
• Strong CRM experience (HubSpot preferred) and confidence in managing customer operations.
• Excellent communication skills with the ability to simplify technical concepts for non-technical customers.
• Experience managing multiple customer priorities while maintaining exceptional service quality.
• Strong analytical skills with the ability to identify trends and recommend improvements.
• A process driven mindset, you enjoy building scalable systems rather than simply responding to issues.
• A builder's mentality, someone who is proactive, takes ownership, solves problems effectively, and enjoys building things ground up.

About TDCX

Singapore-headquartered TDCX is a leading global business process outsourcing (BPO) company that provides customer experience (CX) solutions, sales and digital marketing services, and content moderation for clients across various industries. These include digital advertising and social media, e-commerce, fintech, gaming, healthtech, media, technology and, travel and hospitality.

With a focus on helping companies enable the future, TDCX’s smart, scalable approach—driven by innovation and operational precision—positions it as a key partner for companies targeting tangible outcomes. With more than 20,000 employees across 37 locations worldwide, TDCX provides its clients with comprehensive coverage in Asia, Europe and the United States. For more information, please visit www.tdcx.com.