Associate Director/ Director - Customer Success

About the Role:

As the Associate Director/ Director of Customer Success you will play a crucial role in fostering strong relationships with Key and Enterprise clients in the Southern region of India, ensuring their ongoing satisfaction and success with our MarTech solutions. You will be responsible for driving value realization and growth for CleverTap. Your primary targets are to retain and expand the CleverTap business by effective Account and Success management.

What will you do:

• Customer Relationship Management:

Build and nurture strong, long-lasting relationships with clients in South India. Together with your team you will be the main point of contact for clients, understanding their business objectives, and aligning our solutions to meet their needs.

• Account Management:

Strategically manage and grow the portfolio of accounts, driving upsell and cross-sell opportunities with current customers. Collaborate with the marketing team to develop campaigns and initiatives aimed at increasing customer engagement and product adoption.

• Customer Success Oversight:

Develop and implement customer success strategies to maximize client retention and satisfaction.

• Team Management:

Lead and mentor a team of Customer Success Managers (CSMs) to ensure high-performance levels. Provide guidance on account management strategies and customer success best practices. Conduct regular team meetings to foster collaboration, share insights, and address challenges.

What are we looking for?

Must have:

• Overall 10-12+ years of experience in a similar or customer facing role & at least 1-2 years in leadership roles.
• Experience in SaaS
• Experience in digital/mobile marketing
• Experience in management positions
• Excellent interpersonal skills

Good to have:

• Strong communicator in both presenting and writing
• Highly consultative approach with savvy business acumen
• Persistence to build relationships where none exists
• Ability to multi-task and prioritize
• Strong technical aptitude and ability to learn

Measures of Success:

• GRR (Gross Retention Rate) & NRR (Net Retention Rate)
• Customer Delight Score (NPS, CSAT)

- Product Adoption & Consumption - breadth and depth

Who will you report to: Senior Director - Customer Success

Why join us

• Contribute to a product backed by 11 technology patents, showcasing industry-leading innovation.

• You are passionate about technology and its impact on the high-growth mobile technology space

• Power personalized engagement at scale, processing over 30 billion events daily and reaching 3+ billion devices worldwide.

• Flourish in an Environment that Nurtures Growth and Curiosity

Learn More

Get to know us better before you apply!

Check out our product documentation, blog, and customer stories to see how we work and what we value.

• Clever.AI

• Blogs

• Redefining Customer Engagement in the AI Era

• TesseractDB™

• CleverTap Product Demo

About CleverTap:

CleverTap is the leading all-in-one customer engagement platform, trusted by over 2,000 global brands—including marquee Fortune 500 companies —to deliver personalized experiences at scale. Recognized as a leader in customer engagement by Forrester and Gartner, and ranked among G2’s Top 10 Best Software Companies in India, we empower brands to build long-lasting customer relationships.

At the forefront of our innovation is CleverAI, driving the next wave of AI-powered engagement. With CleverAI, brands can stay ahead in a rapidly evolving market, creating deeper connections that spark loyalty and growth. Underpinning CleverAI is TesseractDB™, our purpose-built, 11-patent data platform designed for speed and cost efficiency in customer engagement.

Backed by Accel, Peak XV Partners, Tiger Global, CDPQ, and 360 One, CleverTap is headquartered in San Francisco, with offices in Seattle, Toronto, Vancouver, London, São Paulo, Bogota, Mexico, Amsterdam, Dubai, Mumbai, Bangalore, Gurgaon, Singapore, Ho Chi Minh City, Manila, and Jakarta.

For more information, visit https://clevertap.com/ or follow us on Linkedin and X.

Join us in shaping the future of engagement.

CleverTap is dedicated to establishing an inclusive culture that welcomes individuals from diverse backgrounds, encouraging them to contribute their unique perspectives to our workplace.