Associate Director- Customer Success Manager

Associate Director – Customer Success

Location: Goa

Join Ginesys as Associate Director – Customer Success to lead customer engagement, business outcomes, and team operations in Goa. This role is dedicated to driving customer and revenue growth, developing high-performing teams, and ensuring seamless, value-led service for retail enterprises.

What You’ll Achieve

• The ideal candidate will leverage strategic business acumen and a strong customer focus to increase
• revenue, optimize adoption, and deliver outstanding customer experiences and retention.

You Will

• Demonstrate high business acumen, understanding client needs and aligning service delivery with revenue growth plans and organizational priorities.​
• Develop and execute robust customer success plans, managing onboarding, training, and ongoing support for enterprise clients.​
• Proactively identify and address customer challenges, providing solutions and
• recommendations to drive client success and prevent churn.​
• Collaborate with cross-functional teams including Sales, Product, and Support to ensure a seamless and unified customer experience.​
• Conduct regular business reviews with customers to assess performance, highlight areas for improvement, and identify new expansion opportunities.​
• Monitor customer health and usage metrics, responding early to risks and advocating for client needs within internal teams.​
• Act as a customer advocate, providing feedback and insights to drive service improvements and influence product enhancements.​
• Lead and mentor customer success and support teams to excel in customer delivery and operational excellence.​
• Stay up-to-date with industry trends and best practices, embedding new techniques and approaches into business processes.​

Essential Requirements

• Master’s degree in Business Management, IT, or Commerce.
• 9–15 years’ experience in customer success, service delivery, or operations (preferably within SaaS or retail technology).
• At least 5 years leading teams, with a track record of business growth and customer value delivery.
• Strong interpersonal, analytical, and business development skills.
• Skilled in CRM and customer management platforms.

Desirable Requirements

• Experience with OMS, ERP, or omnichannel retail supply chain platforms.
• Exposure to developing and executing customer success strategies in SaaS environments.
• Proven ability to drive operational improvements, revenue plans, and team engagement.