Associate Director - Customer Success

This position is open for Gurgaon and Bengaluru

Associate Director of Customer Success

Key Responsibilities

Team Leadership & People Management

• Hire, mentor, and scale a high-performing Customer Success team.
• Establish best practices, SOPs, and frameworks to drive consistency and excellence.
• Create a culture of accountability, collaboration, and continuous learning.

Client Engagement & Value Delivery

• Act as a trusted advisor to senior client stakeholders, ensuring adoption, retention, and growth.
• Lead strategic reviews, business presentations, and value demonstrations.
• Manage escalations with confidence, resolving challenges proactively.

Stakeholder & Peer Management

• Collaborate cross-functionally with Product, Sales, and Operations teams to drive customer outcomes.
• Influence decision-making by presenting actionable insights and business impact clearly.
• Represent the voice of the customer internally and drive enhancements to product & processes.

Strategic Leadership

• Contribute to customer success strategy and long-term account planning.
• Identify expansion and cross-sell opportunities through strong relationship building.
• Handle ambiguity with agility—managing unexpected situations with confidence and composure.

Qualification & Skills

• 8–12 years of experience in Customer Success, Account Management, or related functions, preferably in SaaS/Enterprise solutions.
• Proven experience in

  managing teams

  , hiring, and scaling customer-facing functions.
• Strong

  executive presence

  with excellent presentation and communication skills.
• Demonstrated ability to influence

  senior stakeholders and CXOs and deliver revenue targets

  .
• Problem-solver with the ability to manage ambiguity and think strategically.
• BFSI or analytics/AI domain knowledge is a plus.
  

Why join us?

• Be part of a

  high-growth AI company

  transforming the BFSI industry.
• Build and lead a

  strategic function

  critical to customer success.
• Opportunity to work closely with

  CXO-level clients

  and global enterprises.
• Collaborative culture with autonomy and ownership.