Associate Director - Customer Success

innovation, adaptability, and customer excellence

Role Overview:

Associate Director – Customer Success

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?

competitive benefits

diversity, inclusion, and equal opportunity