Associate Director - Customer Success

At Credgenics, we believe that growth comes from innovation, adaptability, and customer excellence . We embrace new technologies, tackle challenges head-on, and drive consistency in an ever-evolving industry. If you’re ready to lead, inspire, and drive customer success , apply today! Role Overview: As an Associate Director – Customer Success , you will lead a team of Success Managers to drive customer retention, adoption, engagement, and expansion . You will act as a strategic business partner for key accounts, ensuring customers realize maximum value from our platform while identifying growth opportunities through upselling and cross-selling . What you’ll be doing: Customer Success & Growth Strategy Develop a deep understanding of customer needs and align them with Credgenics' product capabilities and value propositions. Act as a customer advocate , providing insights to product and engineering teams for feature enhancements. Drive key customer success metrics, including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), Advocacy, and Product Adoption . Own and track KPIs related to renewal, adoption, and expansion to ensure predictable business outcomes . Collaborate with Sales to identify and execute upsell and cross-sell opportunities . Customer Relationship Management Build and nurture C-level relationships to strengthen partnerships and expand Credgenics’ footprint . Lead Executive Business Reviews (EBRs) and strategic discussions with senior stakeholders. Develop scalable customer engagement models to accelerate adoption and satisfaction . Leadership & Team Management Lead, mentor, and manage a team of Customer Success Managers , ensuring they exceed performance metrics. Foster a high-performance and customer-centric culture within the team. Manage key customer escalations and proactively mitigate renewal risks . Drive cross-functional collaboration with Sales, Product, and Support teams to enhance customer experience . What We’re Looking For: 8-12 years of experience in B2B SaaS customer success, account management, product management, or strategic consulting , with at least 2 years in a leadership role . Proven track record of driving customer retention, adoption, and expansion in the Indian BFSI segment . Ability to engage senior executives, lead strategic business reviews, and influence key decision-makers . Experience with customer success platforms, CRM software, and data-driven customer engagement models . Strong executive communication, negotiation, and presentation skills . Why Join Us? At Credgenics, we prioritize our people. We offer competitive benefits across health, family, professional growth, and relocation support. We believe in a workplace that represents diversity, inclusion, and equal opportunity . No judgments—just passion, innovation, and the drive to be part of one of the fastest-growing startups in an exciting space . Show more Show less