4,430 Customer Success Director jobs in India

Customer Success Director – Data Centre Operations

Mumbai, Maharashtra ₹1500000 - ₹2500000 Y UpMan Placements

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Role Description

  • Client Relationship Management
  • Act as SPOC for hyperscale clients across all touchpoints, ensuring consistent, personalized, and positive engagement.
  • Build and maintain strong, trusted partnerships with senior client stakeholders.

  • Customer Experience Lifecycle Management

  • Own and manage the end-to-end customer journey from onboarding to operations, handover, and beyond.
  • Drive
    post-handover design changes
    in alignment with client needs, ensuring flexibility and operational excellence.
  • Monitor, analyse, and resolve Root Cause Analysis (RCA) cases, ensuring timely communication and customer confidence.

  • Crisis & Escalation Management

  • Lead client crisis management and escalations with urgency and transparency.
  • Collaborate with internal operations, engineering, and leadership teams to implement corrective actions and prevent recurrences.

  • Customer Retention & Loyalty

  • Develop and execute client engagement strategies to improve satisfaction, retention, and lifetime value.
  • Drive post-sales loyalty programs, customer advocacy initiatives, and operational excellence to strengthen brand value.
  • Implement structured feedback mechanisms to continuously enhance services.

  • Strategic Insights & Growth

  • Provide customer insights to influence product/service improvements and future data centre design strategies.

Work with business leadership to align customer success outcomes with long-term business goals.

Qualifications

  • 8–12 years of experience in
    Customer Success / Client Engagement / Service Delivery
    , preferably in
    Data Centre Operations / Cloud / Hyperscale Infrastructure
    .
  • Strong expertise in
    customer lifecycle management, escalations, and crisis handling
    in mission-critical environments.
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Director, Customer Success

Bengaluru, Karnataka ₹1200000 - ₹3600000 Y Bluevine

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About Bluevine

Bluevine is transforming small business banking with innovative solutions like checking, lending, and credit—all tailored to help entrepreneurs thrive. With best-in-class technology, advanced security, and a deep understanding of the small business community, we're empowering entrepreneurs to grow with confidence.

Backed by leading investors like Lightspeed Venture Partners, Menlo Ventures, 83North, and Citi Ventures, we've been supporting SMBs since 2013, serving over 750,000 customers nationwide and growing a dynamic global team of 500 people. Our mission? To fuel small businesses with the financial tools they need to succeed.

At Bluevine, you'll be part of a collaborative, fast-paced team that's reshaping the future of banking. Ready to make an impact?

At Bluevine, we pride ourselves on our collaborative culture, which we believe is best maintained through in-person interactions and a vibrant office environment. All of our offices have reopened in accordance with local guidelines, In-office days will be determined by location and discipline.

ABOUT THE ROLE:

Job Description:

Bluevine is seeking a visionary and strategic Director of Customer Support to lead and transform our India-based customer support operations. This highly visible and high-impact role will own the reactive inbound support function, aligning customer service with Bluevine's broader business goals, and directly shaping how we deliver value to our small business customers.

This leader will be a core member of the Customer Success leadership team, responsible for driving a strategic support framework tied to customer lifetime value (LTV), while owning the operational direction for our largest geographic support center. As the senior leader on-site in India, you'll play a central role in influencing global support strategy, maintaining a high-performing team culture, and helping Bluevine scale support excellence across multiple product lines.

The Role:

As the Director of Customer Support, you will:

  • Lead Bluevine's India-based customer support hub, with full accountability for daily operations, long-term strategy, and the development of people, process, and technology.
  • Drive a strategic transformation of customer service, shaping the delivery model based on customer segmentation, LTV, and channel effectiveness across inbound voice, chat, and email.
  • Serve as a change agent and strategic thought partner within the global Customer Success leadership team—contributing insights, recommendations, and innovation to Bluevine's executive agenda.
  • Be a key cultural ambassador and senior site leader, helping foster a values-driven, inclusive, and high-performance environment in India.
  • Align closely with global counterparts across Product, Risk, Compliance, Marketing, People, Legal, and Finance to influence business decisions through operational insights and customer feedback.
  • Represent India operations in global leadership forums, leveraging performance metrics, customer trends, and team feedback to influence change at scale.

Why This Role is Exciting

  • Strategic Influence: You'll help shape the future of customer service at a fast-growing fintech, directly impacting product, experience, and revenue.
  • Transformational Leadership: Lead change at scale, implementing best-in-class support models using automation, data, and people development.
  • Global Exposure: Work alongside cross-functional and cross-regional leaders in a high-visibility role with real ownership and voice.
  • Local Impact: As the most senior Customer Success leader in India, you'll shape culture, develop future leaders, and leave a lasting legacy.

The Team:

Our Customer Success Group is the engine that drives support for the entrepreneurs who rely on us daily. The team provides support across several Bluevine products to our Small Business customers. It's a dynamic, collaborative, and evolving environment where ideas matter and impact is felt. As we continue to support our customers, Customer Success is at the forefront of driving positive change and enabling a better financial future for small business owners.

What You'll Do

  • Design, lead, and implement scalable support strategies that are tiered by customer lifetime value (LTV) and business lifecycle stages, balancing quality, speed, and cost.
  • Lead and manage a high-performing, India-based customer support organization focused on reactive, inbound interactions across multiple channels (phone, chat, email), in close partnership with other geographic regions to ensure a seamless, consistent, and value-added customer & employee experience.
  • Lead multiple teams of Sr. Managers and front-line managers, guiding them in strategic and tactical decision-making to improve performance and experience.
  • Drive performance to meet or exceed core OKR/KPIs, including SLA compliance, CSAT, QA & Compliance scores, first-contact resolution, and operational cost-efficiency.
  • Foster a customer-first culture rooted in empathy, accuracy, and timely resolution, with a long-term focus on customer retention and satisfaction, aligned with Bluevine's mission to empower small business owners.
  • Champion the adoption of next-gen support technologies, including AI, self-service, and process automation to unlock scale and efficiency.
  • Continuously analyze support trends, pain points, and feedback, turning insights into actionable data-driven process improvements and measurable impact.
  • Recruit, coach, and develop senior leaders, front-line managers, and support specialists—focusing on career growth, engagement, and retention.
  • Implement scalable processes, automation, and technology platforms to streamline support operations, reduce effort for customers and agents, and future-proof support capabilities.
  • Monitor, report, and forecast performance trends, risks, and opportunities; proactively share insights with Customer Success leadership and the broader Bluevine executive team.
  • Ensure regulatory compliance and operational risk management by staying up to date with financial services regulations, data privacy requirements, and internal policies.
  • Cultivate an inclusive, high-performance culture that fosters a culture of empowerment, collaboration, accountability, and innovation.
  • Provide strategic mentorship and hands-on support, seamlessly switching between player and coach roles, especially during periods of change or escalation.
  • Own delivery of customer engagement and business impact metrics, ensuring that support operations are contributing to both customer success and company growth.
  • Drive cross-functional collaboration, partnering with Product, Compliance, Marketing, Risk, People Team, Legal, and Bank Partners to execute key initiatives and resolve systemic challenges.
  • Lead complex projects from initiation to completion, ensuring alignment of goals, timelines, and resources.
  • Promote Bluevine's values and cultural programs, including employee recognition, engagement, and community involvement.

What We Look For

  • 12+ years of experience in customer service/support leadership, with 8+ years managing large-scale operations in financial services, banking, or fintech.
  • Proven success leading India-based teams, preferably in a B2B or small business customer environment.
  • Strong operational acumen, with the ability to balance quality, speed, and cost.
  • Experience with support tools, contact center infrastructure, and CRM systems (Salesforce, Amazon Connect preferred).
  • Experience implementing technology solutions (automation, AI, CRM enhancements) to scale service delivery.
  • Strategic thinker with experience developing LTV-aligned service models and cost optimization strategies.
  • Strong analytical and storytelling skills—capable of turning metrics into compelling business narratives.
  • Effective communicator and global cross-functional collaborator with executive presence.
  • Bachelor's degree required; advanced degree or relevant certifications (e.g., PMP, Six Sigma) a plus.

Benefits & Perks

  • Excellent group health coverage and life insurance
  • Stock options
  • Hybrid work model
  • Meal allowance
  • Transportation assistance (terms and conditions apply)
  • Generous paid time off plan, Holidays
  • Company-sponsored mental health benefits
  • Financial advisory services for both short- and long-term goals
  • Learning and development opportunities to support career growth
  • Community-based volunteering opportunities
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Director Customer Success

Bengaluru, Karnataka ₹104000 - ₹130878 Y Digital Harbor

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Job Location: Bangalore

Job Description:

The role demands that that the candidate be able to deliver multiple customer engagements with excellent execution skills and quality. The candidate will be required to lead multiple teams in delivery and sustenance engineering. While the platform and the product teams focus on building the next generation of products in the healthcare sector, the Manager Customer Success will focus on how to provide value to the Customers.

Key Result Areas:

  • Leads and drives the Customer delivery projects by displaying both execution and technical leadership
  • Assesses Customer expectations and translates them to deliverables that meet business needs
  • Anticipate bottlenecks, provide escalation management, anticipate and make tradeoffs, and balance business needs against technical constraints
  • Define program scope, goals and deliverables that support business objectives in collaboration with senior management and key stakeholders
  • Identify, assess, track and mitigate issues and risks at multiple levels
  • Ensures high quality, adherence to standards and best practices, high performance, and scalable, repeatable processes and deliverables
  • Stays current with the progress on Digital Harbor's Platform and Product releases
  • Help drive continual improvement and innovation in the platform and application development process
  • Leads a small focused Customer delivery team and identifies opportunities across multiple teams
  • Responsible for Customer delight and relationship building

Job Requirements:

  • Demonstrated the skill to drive and deliver multiple Customer engagements
  • Engage with Onshore and Offshore Account Managers / Team / Product Head / Delivery Head in day to day planning and deliverables
  • Must have a proven track record of success; have a strong sense of quality ownership and Customer advocacy
  • Adequate experience in managing stakeholder expectations
  • Conversant with web technologies like Java/J2ee, Java Script, XML, DOM/SAX Parsers, Swings, HTML, CSS, HTTP/s, Jboss, JSP, XML, DB (SQL, Oracle, DB2), DMS, Web Services, LDAP
  • Understanding of platform architectures and product development environment
  • Strong experience in driving tactical objectives in an assertive, fast growing, mission-critical Product organisation
  • Should be technically / Functionally very hands on and provide support to team members as required
  • Should have managed a team size of 10 – 15 Development Engineers.
  • Excellent written and verbal communication skills, as exemplified by clear technical approach, issue explanation, documentation of knowledge, and effective intra- and inter- group communication
  • Excellent interpersonal, problem solving, reasoning, negotiation and analytical skills
  • AGILE development experience
  • Team management and coaching capability.

Desired Soft skills:

  • Passion to work for small and high growth Organizations.
  • Self-starter who is hungry to take on new professional challenges, and looking for roles with enormous growth potential.
  • Self-motivated and believes in getting things done.
  • Reliable, Trustworthy and possesses Professional Integrity.
  • Stable job history; Startup/entrepreneurial experience a real plus.
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Director- Customer Success

₹1200000 - ₹3600000 Y SkanAI

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The Customer Transformation Leader (CTL) is a senior executive role within our Customer Success organization, accountable for growing and protecting customer revenues, delivering strategic transformation outcomes, and aligning Skan's impact with the strategic goals of our clients. The CTL leads a high-performing team of Customer Success Managers (CSMs) across a portfolio of enterprise accounts and acts as the primary architect of customer lifetime value, NPS, retention, and expansion. As a champion of both operational excellence and customer innovation, the CTL brings industry thought leadership and orchestrates proactive, value-driven engagement across all client touchpoints.

Key Responsibilities

  • Strategic Account Leadership & Executive Engagement
  • Lead account planning initiatives aligned with customer business goals and drive the strategic alignment of Skan's solutions with client scorecards.
  • Establish, maintain, and deepen executive relationships, serving as a trusted advisor and thought leader to executive stakeholders.
  • Map customer organizations to identify key decision-makers, influencers, and advocates for maximizing strategic influence.
  • Transformation Delivery & Road mapping
  • Collaborate with customer and partner stakeholders to define and own transformation roadmaps and strategic blueprints that advance client objectives.
  • Lead the design and execution of transformation and solutioning workshops—directly or in partnership with consulting, SI, or technology partners—to unlock new value, address operational bottlenecks, and accelerate outcomes.
  • Translate customer goals into actionable programs, ensure delivery excellence, and oversee program governance, including QBRs/EBRs, COE set-up, and executive forums.
  • Value Management and ROI Demonstration
  • Lead value management initiatives along with CSM's to ensure that customers achieve measurable ROI from Skan implementations.
  • Develop, track, and communicate value realization frameworks that quantify business impact, linking Skan outcomes to customer KPIs and strategic objectives.
  • Enable customers to build internal business cases and secure ongoing sponsorship by showcasing tangible financial and operational benefits delivered by Skan.
  • Industry Vertical Expertise & Thought Leadership
  • Serve as an industry subject matter expert, bringing deep knowledge of customer verticals (e.g., BFSI, Healthcare, Insurance, Manufacturing) to contextualize Skan's impact on industry-specific challenges.
  • Proactively share market perspectives, regulatory trends, and operational benchmarks to guide solutioning and drive customer innovation.
  • Develop and present industry best practices, customer case studies, and enablement materials to position Skan as a trusted partner.
  • Revenue Growth & Customer Value Management
  • Own and drive cross-sell and upsell and expansion strategies to maximize Net Revenue Retention (NRR), customer lifetime value, and portfolio profitability.
  • Manage and improve financial metrics, including NPS, NDR, churn, margins, and cost-to-serve.
  • Build strong client references, secure customer advocacy, and drive the creation of case studies and testimonials.
  • CSM Team Leadership & Enablement
  • Coach and enable a team of CSMs to enhance their performance, impact, and career growth.
  • Establish and disseminate customer success best practices and delivery standards across the team.
  • Oversee risk management and act as the escalation point for critical customer issues, ensuring proactive and sustainable resolutions.
  • Governance & Delivery Excellence
  • Oversee governance and delivery excellence across a portfolio of accounts, maintaining cadence and rigor in execution.
  • Proactively manage risks and escalations, working closely with both internal teams and customer stakeholders to ensure business continuity and value realization.

Success Metrics

  • Customer Lifetime Value (CLV), NDR, and account growth (upsell/cross-sell)
  • Portfolio profitability, margins, and cost-to-serve
  • Workshop and blueprint delivery, adoption of industry-specific solutions
  • Churn rates and overall customer health
  • Value realized and ROI delivered from Skan implementations
  • Number and quality of transformation workshops, case studies, and reference wins

Qualifications & Experience

  • Education
  • Bachelor's degree in business administration, Engineering, Computer Science, or a related field required.
  • Master's degree (MBA or equivalent) preferred.
  • Professional Experience
  • 12+ years of progressive experience in customer success, management consulting, digital transformation, or enterprise solution delivery, with at least 5 years in a senior leadership or client-facing executive role.
  • Proven track record of leading customer transformation initiatives and managing multi-million-dollar enterprise portfolios in AI, automation, or process intelligence platforms.
  • Demonstrated success in driving measurable business outcomes (ROI, cost savings, revenue growth, NPS, CLV) through technology-enabled change.
  • Significant experience in designing and delivering transformation roadmaps, strategic blueprints, and customer workshops—directly or in partnership with global consulting firms, SIs, or technology partners.
  • Deep industry expertise in BFSI and familiarity with regulatory and operational challenges unique to this sector
  • Leadership & Skills
  • Strong executive presence with the ability to build and maintain trusted relationships with C-level stakeholders and decision-makers.
  • Outstanding team leadership, coaching, and people development skills—able to inspire, motivate, and elevate cross-functional teams.
  • Strategic thinker with analytical rigor; able to translate high-level goals into actionable plans and measurable results.
  • Superior communication and presentation skills, capable of leading executive forums, workshops, and value demonstrations.
  • Adept at managing complex programs, governance, and escalations across multiple stakeholders and customer environments.
  • Experience working in fast-paced, high-growth, and globally distributed teams.
  • Additional Preferred Attributes
  • Experience with process intelligence, automation, AI/ML, or data-driven transformation platforms.
  • Passion for continuous learning, industry thought leadership, and driving innovation at the intersection of technology and business value.
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Director-Customer Success

Noida, Uttar Pradesh Innovaccer

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Hello! You've landed on this page, which means you're interested in working with us. Let's take a sneak peek at what it's like to work at Innovaccer. 

Customer Success at Innovaccer

Our mission is to turn our customers into tech-savvy superheroes, ensuring they achieve success using our platform to meet their organization’s business goals. If you're passionate about helping customers realize the value they seek with technology, then our customer success team is the right place for you.

About the Role

The role of the Director-Customer Success is to be a trusted advisor to the client who not only plans, and manages the team and delivers work according to deadlines and within budget but also drives new solutions to best serve the clients. You'll work as part of and also manage a driven and creative team of product, data, and integration engineers and designers to deploy our platform and solutions against the most challenging problems in the healthcare industry.

You’ll immerse yourselves in our customers' most intricate workflows, explore the business problems and understand their true needs, and deliver our solutions that enable our customers to scale and drive adoption while ensuring a great experience for your customers. The problems you tackle will require an analytical and technological mindset, a sharp intuition for the key business and technology issues, and a strong degree of user empathy.

A Day in the Life

  • Understand customer needs and be a client-counselor by working together with the customer to come up with solutions to key customer problems and business objectives. Build a client relationship and acts as a trusted advisor to the client
  • Manage the overall delivery of the project (charters, kickoffs, requirement gathering, delivery, QBRs) as well as the team including the engineering/product manager and delivery pod (DAs, FDEs, QA engineers, developers, and designers).
  • Manage the overall budget and adherence to schedule.
  • Identify relevant datasets through deep engagement with customer problems and workflows, and work with forward-deployed engineers to integrate the data into a stable and extensible pipeline as well as customer and product engineering teams to build bespoke workflows for new user groups.
  • Present the results of our work and proposals for future work to audiences across all layers of our customers organization

  • What You Need

  • Experience in technical account management, customer success, or client services/management consulting in the technology and healthcare sector (for a portfolio of 3-5 customers).
  • Analytical mindset and demonstrated capability to work on analytical or digital transformation projects
  • Computer Science or Engineering (any discipline) background. 
  • Experience in either Value-Based Care, Population Health, Health System Operations, Payer or Life Sciences markets.
  • Executive presence and the ability to engage with senior-level clients with excellent written, and verbal communication skills
  • Experience in business requirement gathering and expectation management during projects to ensure customer satisfaction. 
  • Experience in leading delivery/engineering teams in a technology company is a strong plus
  • Worked with offshore/India teams extensively
  • Extraordinary ability to take on open-ended problems in unstructured environments, dive into details, and deliver outcomes
  • Ability to travel 30%-40%. Varies by location and team.
  • We offer competitive benefits to set you up for success in and outside of work.

    Here’s What We Offer

  • Generous Leave Benefits: Enjoy generous leave benefits of up to 40 days.
  • Parental Leave: Experience one of the industry's best parental leave policies to spend time with your new addition.
  • Sabbatical Leave Policy: Want to focus on skill development, pursue an academic career, or just take a break? We've got you covered.
  • Health Insurance: We offer health benefits and insurance to you and your family for medically related expenses related to illness, disease, or injury.
  • Pet-Friendly Office*: Spend more time with your treasured friends, even when you're away from home. Bring your furry friends with you to the office and let your colleagues become their friends, too. *Noida office only
  • Creche Facility for children*: Say goodbye to worries and hello to a convenient and reliable creche facility that puts your child's well-being first. *India offices 
  • Where and how we work

    Our is situated in a posh techspace, equipped with various amenities to support our work environment. Here, we follow a five-day work schedule, allowing us to efficiently carry out our tasks and collaborate effectively within our team.

    Innovaccer is an equal-opportunity employer. We celebrate diversity, and we are committed to fostering an inclusive and diverse workplace where all employees, regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, or veteran status, feel valued and empowered.

    Disclaimer: Innovaccer does not charge fees or require payment from individuals or agencies for securing employment with us. We do not guarantee job spots or engage in any financial transactions related to employment. If you encounter any posts or requests asking for payment or personal information, we strongly advise you to report them immediately to our HR department at Additionally, please exercise caution and verify the authenticity of any requests before disclosing personal and confidential information, including bank account details.

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    Director - Customer Success & Revenue

    Gurugram, Uttar Pradesh ₹104000 - ₹130878 Y GoKwik

    Posted 1 day ago

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    About GoKwik
    GoKwik is a growth operating system designed to power D2C and eCommerce brands from checkout optimisation and reducing return-to-origin (RTO), to payments, retention, and post-purchase engagement. Today, GoKwik enables over 12,000 merchants worldwide, processes around $2 billion in GMV, and is strengthening its AI-powered infrastructure. Backed by RTP Global, Z47, Peak XV, and Think Investments and bolstered by a $3 million growth round in June 2025 (total funding: 68 million), GoKwik is scaling aggressively across India and the UK.

    Why This Role Matters
    Our Customer Success team is the engine of retention, expansion, and long-term growth at GoKwik. For our KwikEngage vertical, ensuring merchants get maximum value from our platform directly impacts revenue and customer lifetime value. As Director/Senior Director of Customer Success, you'll be responsible for a 30M+ ARR book of business, lead a high-performing team of 30+ CSMs, and drive strategies that reduce churn, grow accounts, and deliver against the vertical's P&L. This is a high-impact leadership role where you'll set the strategy, own outcomes, and build trusted relationships with the most strategic brands in the ecosystem.

    What You'll Own

    • Customer Success strategy – design and execute a robust success playbook aligned to KwikEngage's P&L and GoKwik's overall objectives
    • Revenue ownership – manage and grow a $30M ARR portfolio through renewals and upsells, consistently hitting expansion and retention targets
    • Team leadership – mentor and scale a 30+ member CSM team, build a culture of accountability, and ensure they're empowered to deliver impact at scale
    • Strategic relationships – act as trusted advisor to C-level stakeholders at high-value accounts, strengthening long-term partnerships
    • Product expertise – become a deep subject matter expert on KwikEngage, guiding customers through technical adoption and new use cases
    • Cross-functional partnership – work hand-in-hand with Product, Sales, and Marketing to ensure seamless handoffs, influence roadmap, and align on customer needs
    • Operational excellence – build scalable processes, success metrics, and feedback loops; implement health scoring and actionable insights to maximize impact

    Who You Are

    • 8 - 13 years of experience in Customer Success/Account Management, with at least 5 years in a senior leadership role managing 30+ team members
    • Proven track record of owning and growing a $30M+ ARR ook of business through renewals and expansions
    • Strong technical acumen, able to engage confidently in API/integration discussions and product architecture conversations
    • Results-driven leader who has consistently met or exceeded retention and revenue goals in a high-growth SaaS/eCommerce environment
    • Exceptional leadership, communication, and stakeholder management skills – especially with C-suite executives
    • Strategic thinker with an analytical mindset and strong problem-solving abilities
    • Location: (Insert location, e.g., Gurgaon/Bangalore offices, hybrid, or remote)

    Why GoKwik?
    At GoKwik, we aren't just building tools, we're rewriting the playbook for eCommerce growth. We exist to solve the toughest challenges faced by digital-first brands: low conversions, high RTOs, and lack of engagement. Our checkout and conversion stack already powers 500+ leading D2C brands and marketplaces—and with KwikEngage, we're shaping the next chapter of retention and customer lifecycle management.

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    Director - Customer Success – Large SMB

    ₹1200000 - ₹3600000 Y Sprinto

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    Job Description

    Sprinto is a leading platform that automates information security compliance. By raising the bar on infosec, Sprinto ensures compliance, enables healthy operational practices, and allows businesses to grow and scale with unwavering confidence.

    We are a remote-first company with over 350+ employees, serving 2500+ customers across 75+ countries. Backed by top-tier investors such as Accel, ELEVATION, and Blume Ventures, we've raised $32M in funding, including our most recent Series B round.

    The Role:

    We're looking for a Director of Customer Success to lead our Large SMB segment, driving adoption, retention, and expansion at scale. This role is critical in shaping how we deliver value to customers, building scalable processes, and creating the playbooks that fuel long-term growth. You'll balance strategic leadership with hands-on execution, leading from the front, coaching your team, and rolling up your sleeves when needed.

    Responsibilities
    • Lead and grow a team of Customer Success Managers focused on Large SMB accounts that span across geos.
    • Drive adoption and accelerate Time-to-Value by building scalable playbooks and success motions.
    • Own retention and renewal performance, ensuring predictability and forecast accuracy.
    • Partner with Account Management to identify, qualify, and convert upsell and cross-sell opportunities.
    • Champion cross-functional collaboration with Sales, Product, TAM, AM, and Support to deliver customer outcomes.
    • Build customer advocacy by nurturing internal champions, case studies, and referenceable customers.
    • Roll up your sleeves to step into accounts, run EBRs, and directly support renewal/expansion conversations when needed.
    What Success Looks like
    • High product adoption and measurable customer outcomes tied to business value.
    • Strong Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) across the SMB segment.
    • Predictable renewals with minimal churn, achieved through proactive engagement.
    • Expansion opportunities; systematically identified and closed.
    • Engaged, high-performing CS team with strong coverage, clear capacity models, and scalable processes.
    • Clear playbooks built for onboarding, adoption, renewal, and expansion.
    Requirements
    • Hands-on leader with 12+ years of Customer Success and Account Management experience, including 5+ years in leadership roles.
    • Proven experience driving adoption, retention, and growth in SMB or scaled segments where volume and efficiency matter.
    • Track record of leading teams to exceed renewal and expansion targets.
    • Builder mentality – experienced in creating playbooks, processes, and scalable CS motions from the ground up.
    • Strong operator: data-driven, disciplined in forecasting, KPIs, and business reviews.
    • Excellent communicator with executive presence, comfortable engaging with champions to C-levels.
    • SaaS background required; familiarity with GRC is a plus, but not mandatory.
    • Experienced with CS tools (e.g., Hubspot, Salesforce, etc ).
    Benefits
    • Remote-first policy
    • 5 days working with flexible hours
    • Group medical insurance (including parents, spouse, and children)
    • Group accident cover
    • Group term life insurance
    • Company-sponsored laptop
    • Education reimbursement policy

    ATS_SPRINTO

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    Associate Director, Customer Success Engineering

    Pune, Maharashtra Mindtickle

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    Who we are Mindtickle is the market-leading revenue productivity platform that combines on-the-job learning and deal execution to get more revenue per rep. Mindtickle is recognized as a market leader by top industry analysts and is ranked by G2 as the #1 sales onboarding and training product. We’re honoured to be recognized as a Leader in the first-ever Forrester Wave™: Revenue Enablement Platforms, Q3 2024!Job Brief  Mindtickle is looking for a passionate and forward-thinking Senior Manager/Head of Support to lead our next chapter of customer excellence. This role demands a leader who can balance vision and execution, empathy and scale, and who believes that support is not just a function or cost center but a strategic advantage, a differentiator.In this role, you will shape the strategy, structure, and culture of our Support function, anchored in customer trust, technical depth, and operational rigour. You will lead with a customer-obsessed mindset, inspire a team of support engineers and managers, and bring a strong enterprise lens to deliver exceptional service to some of the world’s most respected enterprises.As the voice of the customer and a strategic partner to Product, Engineering, and Success teams, you will ensure that every interaction reflects a sense of urgency, empathy, and excellence. You will be trusted to shape the experience of some of the most demanding and strategic global enterprise customers and play a critical role in defining how support is perceived across the company as a strategic enabler.If you are ready to lead with heart, act with urgency, and engineer with purpose, we want to hear from you.

    What’s in it for you?

  • Lead a high-performing support team to delight global customers, providing superior customer experience with customer trust as the guiding principle.
  • Champion a customer-first culture grounded in trust, empathy, and responsiveness to foster technical partnership and drive an enterprise mindset to customer success.
  • Elevate the role of the engineer within customer support - ensuring deep product knowledge, solid troubleshooting skills, and proactive ownership.
  • Demonstrate success in reimagining support operations using AI or AI-based quality scoring. Not just adopting tools, but redefining workflows with them. Continuously keep the support org future-ready by staying ahead of AI-driven support trends and tooling.
  • Lead from the front during high-severity escalations and complex technical issues, ensuring clarity and customer confidence.
  • Leverage automation and AI (Integrate AI copilots, chatbots) to improve resolution times, customer satisfaction, and team productivity.
  • Data-driven decision making: Leverage data and customer insights to guide strategic decisions; establish robust dashboards and analytics workflows that surface patterns, trends, and signals to proactively improve customer experience, team performance, and operational efficiency.
  • Build and maintain real-time dashboards for key metrics: CSAT, SLA adherence, resolution time, ticket deflection, etc.
  • Partner cross-functionally with Product, Engineering, and Customer Success to influence roadmap and resolve root causes.
  • Champion the voice of the customer internally and close the loop with actionable feedback.
  • Promote knowledge sharing through documentation, postmortems, and internal forums to scale expertise and reduce time to resolution.
  • Drive continuous upskilling through training and career development programs.
  • Recruit, retain, and develop top-tier support talent with deep technical acumen and service excellence.
  • Instill a culture of accountability, collaboration, and continuous improvement within the support org.
  • Encourage a culture of innovation, experimentation, and adaptability to new workflows and systems.
  • We’d love to hear from you, if you:

  • 12-15 years of experience in technical support, customer success; 2+ years in senior leadership managing managers in a B2B SaaS setup or an Enterprise organization.
  • Leadership DNA: Proven ability to lead at scale, navigate ambiguity, and drive clarity across cross-functional teams.
  • Enterprise Customer Experience: Proven experience building and leading support functions for global enterprise customers, with a deep understanding of their security, compliance, and operational expectations.
  • Past experience in successfully driving the support function into a strategic customer advocacy engine, influencing product roadmap and customer loyalty through structured feedback loops and measurable impact.
  • Proven ability to lead through high-severity incidents, platform outages, or enterprise escalations, showing calm under pressure and excellence in stakeholder management.
  • Customer-Centric: Deep empathy for customer pain points, with the ability to translate that into business value and technical solutions. 
  • Global and Cultural Fluency: Experience working across regions and time zones with a sensitivity to global customer expectations, language nuances, and cultural alignment.
  • Strong technical Depth: Deep understanding of modern SaaS architecture, cloud-native infrastructure (AWS), APIs and webhook frameworks, SSO and authentication protocols (OAuth, SAML), 3rd Party Integrations, enterprise data platforms, and analytics ecosystems.
  • Able to engage confidently with Engineering and Product teams in root cause investigations, and platform escalations.
  • Brings the ability to translate complex technical concepts into clear business impact, and ensure support teams are equipped to handle increasingly technical customer environments.
  • Strategic Thinker and Hands-on: Can operate at 10,000 ft and 10 ft, shifting between strategy, execution, and coaching effortlessly.
  • Operational Excellence: Experience with tools like Salesforce, Freshworks, OData, and Reporting/BI Tools. Familiarity with ITIL, CS Ops frameworks, and AI-based support models is a plus; experience in scaling metrics, dashboards, and support processes.
  • Structured problem solver who breaks down complex challenges into logical, actionable components.
  • Our culture & accolades As an organization, it’s our priority to create a highly engaging and rewarding workplace. We offer tons of awesome perks and many opportunities for growth.Our culture reflects our employee's globally diverse backgrounds along with our commitment to our customers, and each other, and a passion for excellence. We live up to our values, DAB, Delight your customers, Act as a Founder, and Better Together.Mindtickle is proud to be an Equal Opportunity Employer.All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.Your Right to Work - In compliance with applicable laws, all persons hired will be required to verify identity and eligibility to work in the respective work locations and to complete the required employment eligibility verification document form upon hire.
    This advertiser has chosen not to accept applicants from your region.

    Director of Customer Success

    Bengaluru, Karnataka ₹2000000 - ₹2500000 Y Benchire

    Posted 1 day ago

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    Job Description

    The Director of Customer Experience (CX) will be a strategic and results-oriented leader

    responsible for orchestrating exceptional customer journeys and maximizing satisfaction for our

    B2C customers across India. This role demands a deep understanding of the Indian consumer

    market, particularly within the home appliances/retail sector, where product and service quality

    are paramount. The ideal candidate will possess a proven ability to implement robust processes,

    leverage technology for actionable analytics, and develop impactful customer retention campaigns.

    Key Responsibilities:


    • Strategic CX Leadership: Develop and execute a comprehensive B2C customer experience

    strategy, specifically tailored for the Indian retail market, aligning with business objectives and

    growth goals.


    • Process Optimization for Quality: Design, implement, and continuously refine customer-centric

    processes across all touchpoints, from pre-sales inquiry to installation, after-sales service, and

    post-purchase engagement. Ensure these processes uphold the highest standards of product and

    service quality that Indian customers expect.


    • Technology-Driven Insights & Analytics: Lead the identification, adoption, and utilization of CX

    technology solutions (e.g., CRM, analytics platforms, feedback tools) to gather, analyze, and interpret

    customer data and behavioral patterns. Translate these insights into actionable strategies for

    improving customer satisfaction, loyalty, and business performance.


    • Customer Retention Campaign Management: Develop, implement, and manage targeted

    customer retention campaigns, leveraging data-driven insights and personalized approaches to

    foster long-term customer loyalty and reduce churn in the competitive market.


    • After-Sales Service Excellence: Oversee and enhance the entire after-sales service experience,

    including installation, maintenance, and complaint resolution, ensuring prompt, efficient, and

    quality service that builds customer trust and advocacy.


    • Team Leadership & Training: Build, mentor, and inspire a customer-centric team, providing

    training and guidance to ensure consistent delivery of exceptional service standards across the

    organization.


    • Cross-functional Collaboration: Collaborate closely with Sales, Marketing, Product

    Development, and Technical Service teams to ensure a seamless and consistent customer

    experience across all interactions.


    • Customer Feedback & NPS Enhancement: Implement robust feedback mechanisms (surveys,

    social media monitoring, reviews) and actively leverage customer feedback to identify pain points,

    drive continuous improvement, and maximize Net Promoter Score (NPS).


    • Budget Management & ROI Measurement: Manage the CX budget effectively, allocate resources

    strategically, and measure the ROI of CX initiatives to demonstrate their impact on customer

    satisfaction, loyalty, and overall business success.


    • Market Intelligence & Innovation: Stay abreast of industry trends, competitor activities, and

    evolving customer expectations within the Indian purifier market. Identify and implement

    innovative CX solutions and technologies to maintain a competitive edge.

    Qualifications:


    • Bachelor's degree in Business, Marketing, or a related field; a Master's degree is a plus.


    • Strong experience in B2C customer experience management, particularly within the Indian

    retail/home appliances market.


    • Proven track record of successfully implementing and optimizing CX processes that improve

    customer satisfaction and loyalty.


    • Expertise in leveraging technology for customer experience analytics, data interpretation, and

    insight generation.


    • Experience in developing and executing successful customer retention campaigns.


    • Excellent communication, interpersonal, and leadership skills to drive a customer-centric culture.


    • Familiarity with CRM systems, customer feedback platforms, and analytics tools.


    • Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.


    • Passion for delivering exceptional customer experiences and a deep understanding of the

    importance of service quality in the Indian market.

    This advertiser has chosen not to accept applicants from your region.

    Client Management Manager

    Pune, Maharashtra ₹200000 - ₹600000 Y Mobile User

    Posted 1 day ago

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    Job Description

    Hiring for Mumbai, Pune, Bangalore, Hyderabad, Chennai for Various Positions in Big MNCs.

    • Post - Designer, BDE, Client Manager, Training Managers, Banking Alliance, Etc
    • Interested Candidate WhatsApp CV
    This advertiser has chosen not to accept applicants from your region.
     

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