𝗧𝗵𝗶𝘀 𝗿𝗼𝗹𝗲 𝗶𝘀 𝗳𝗼𝗿 𝗼𝗻𝗲 𝗼𝗳 𝘁𝗵𝗲 𝗪𝗲𝗲𝗸𝗱𝗮𝘆'𝘀 𝗰𝗹𝗶𝗲𝗻𝘁𝘀

𝗦𝗮𝗹𝗮𝗿𝘆 𝗿𝗮𝗻𝗴𝗲: 𝗥𝘀 𝟭𝟮𝟬𝟬𝟬𝟬𝟬 - 𝗥𝘀 𝟮𝟬𝟬𝟬𝟬𝟬𝟬 (𝗶𝗲 𝗜𝗡𝗥 𝟭𝟮-𝟮𝟬 𝗟𝗣𝗔)

Experience: 12+ yrs

Location: Bengaluru, Karnataka, India

As a Senior Director, you will spearhead the strategy and execution of customer success, experience, and delight initiatives, ensuring that every touchpoint drives maximum value and long-term loyalty for our global customer base. You will lead cross‑functional teams, collaborate with product, sales, and marketing, and act as the advocate for the customer voice within the organization. Your role will blend analytical rigor with a passion for service excellence, guiding the development of scalable processes, metrics, and technology solutions that elevate the overall customer journey. By cultivating a culture of continuous improvement and proactive engagement, you will translate customer insights into actionable business outcomes that fuel growth and reinforce our market leadership.

Requirements

𝗞𝗲𝘆 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀

• Develop and execute a comprehensive customer success strategy that aligns with corporate objectives and drives retention and expansion.

• Lead the design, implementation, and optimization of customer experience programs across all touchpoints, ensuring consistent delight and advocacy.

• Define and track key performance indicators (KPIs) for customer health, satisfaction, and lifetime value, and use data to inform decision making.

• Partner with product and engineering to translate customer feedback into feature enhancements and roadmap priorities.

• Mentor and grow a high‑performing customer success organization, fostering a culture of excellence, accountability, and continuous skill development.

• Build and maintain relationships with senior stakeholders, customers, and partners to champion their needs and amplify success stories.

• Oversee the integration and scaling of CX technologies, such as NPS surveys, CSAT tools, and customer journey platforms, to capture real‑time sentiment and insights.

• Develop and deliver executive-level reports and dashboards that illustrate the impact of customer success initiatives on revenue, churn, and product adoption.

• Lead crisis management and escalation protocols, ensuring rapid resolution, root‑cause analysis, and preventive measures.

• Champion cross‑functional collaboration initiatives that break down silos and align the entire organization around customer-centric goals.

𝗪𝗵𝗮𝘁 𝗠𝗮𝗸𝗲𝘀 𝗬𝗼𝘂 𝗮 𝗚𝗿𝗲𝗮𝘁 𝗙𝗶𝘁

• 12+ years of progressive leadership experience in customer success, experience, or delight within a fast‑moving, technology‑driven environment.

• Proven track record of building scalable customer success frameworks that have demonstrably increased NPS, renewal rates, and upsell revenue.

• Strong analytical mindset with expertise in deriving insights from customer data and translating them into actionable strategies.

• Exceptional communication skills that enable you to articulate complex customer insights to stakeholders at all levels, from executives to front‑line teams.

• Demonstrated ability to manage and inspire high‑performing, diverse teams across multiple geographies and time zones.

• Deep understanding of modern CX tools, analytics platforms, and workflow automation solutions that enhance customer engagement.

• Experience in defining and managing budgets, resource allocation, and KPI dashboards for a customer success organization.

• Passion for fostering a culture of continuous learning, experimentation, and rapid iteration within the customer success function.

• Strong strategic vision and the ability to translate long‑term customer goals into short‑term, measurable actions.

• Familiarity with enterprise SaaS product environments, subscription economics, and the complexities of vertical market customer relationships.