Associate Director - Customer Success

As an Associate Director of Customer Success at Credgenics, you will be leading a team of Success Managers to ensure customer retention, adoption, engagement, and expansion. Your role will involve acting as a strategic business partner for key accounts, focusing on maximizing customer value from our platform and identifying growth opportunities through upselling and cross-selling. Your responsibilities will include developing a deep understanding of customer needs and aligning them with Credgenics" product capabilities and value propositions. You will serve as a customer advocate, providing insights to product and engineering teams for feature enhancements. Additionally, you will be responsible for driving key customer success metrics such as Gross Revenue Retention (GRR), Net Revenue Retention (NRR), Advocacy, and Product Adoption. Tracking KPIs related to renewal, adoption, and expansion will be crucial to ensuring predictable business outcomes. Collaboration with the Sales team to identify and execute upsell and cross-sell opportunities will also be a key aspect of your role. In terms of customer relationship management, you will be tasked with building and nurturing C-level relationships to strengthen partnerships and expand Credgenics" footprint. Leading Executive Business Reviews (EBRs) and strategic discussions with senior stakeholders will be part of your regular duties. You will also need to develop scalable customer engagement models to accelerate adoption and satisfaction. As a leader, you will mentor and manage a team of Customer Success Managers, ensuring they exceed performance metrics. Creating a high-performance and customer-centric culture within the team will be essential. Managing key customer escalations and proactively mitigating renewal risks will also fall under your purview. Driving cross-functional collaboration with Sales, Product, and Support teams to enhance the overall customer experience will be crucial for success in this role. The ideal candidate for this position will have 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. A proven track record of driving customer retention, adoption, and expansion in the Indian BFSI segment is required. Strong abilities to engage senior executives, lead strategic business reviews, and influence key decision-makers are essential. Experience with customer success platforms, CRM software, and data-driven customer engagement models is preferred. Excellent executive communication, negotiation, and presentation skills are a must-have. Joining Credgenics means prioritizing our people. We offer competitive benefits across health, family, professional growth, and relocation support. We believe in a workplace that embodies 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. Apply today and be a part of our journey towards customer excellence and innovation.,