Associate Director Customer Success

About Trademo

At Trademo, we are transforming global trade and supply chains by leveraging cutting-edge AI technology to provide businesses with unparalleled visibility, compliance, and intelligence solutions. Our AI-driven platform simplifies the complexities of international trade, helping companies mitigate risks, enhance efficiency, and make data-driven decisions with confidence.

Our AI-Enhanced Solutions:

? Trademo Intel AI-powered trade intelligence to uncover market trends and competitive insights.

? Trademo Sanctions Screener AI-driven compliance with 650+ global sanctions and PEP lists.

? Trademo Global Trade Compliance Real-time regulatory and tariff data for 140+ countries, with AI workflows for HS/ECN classification, controls determination, and licensing.

? Trademo Map - AI-powered global supply chain mapping and screening, detecting risks like Forced Labor (UFLPA) and sanctions in deep-tier networks.

? Trademo TradeScreen - AI-powered trade transaction digitization, financial crime screening and compliance platform.

Founded by Shalabh Singhal, who is a third-time tech entrepreneur and an alumni of IIT BHU, CFA Institute USA, and Stanford GSB SEED. Our Trademo is backed by a remarkable team of leaders and entrepreneurs like Amit Singhal (Former Head of Search at Google), Sridhar Ramaswamy (CEO, Snowflake), Neeraj Arora (MD, General Catalyst & Former CBO, Whatsapp Group).

What you will be doing

• Define and execute the overall Customer Success vision, strategy, and operating model.
• Own customer retention, renewal, and expansion goals, ensuring predictable and scalable growth.
• Build and optimise customer lifecycle frameworks (onboarding ? adoption ? value realization ? renewal).
• Lead, mentor, and scale a team of Customer Success Associates & Managers, Onboarding Specialists, and Support personnel.
• Build strong executive relationships with key accounts and act as an escalation point for critical customer situations.
• Partner cross-functionally with Product, Sales, Marketing, and Engineering to relay customer insights and influence roadmap decisions
• Analyse customer health data to proactively identify churn risks and opportunities for growth.

Desired Profile

• 8+ years of experience in Customer Success / Account Management in a B2B SaaS company.
• At least 35 years of experience leading and managing Customer Success teams.
• Strong understanding of SaaS metrics (NRR, GRR, churn, expansion, LTV, CAC).
• Excellent stakeholder management, communication, and executive presence.
• Proven track record of managing enterprise or mid-market customers.
• Experience in scaling teams, building processes, and driving operational efficiency.