Associate Director of Customer Success

As a Director of Customer Success at our high-growth AI company in the BFSI industry, you will play a crucial role in leading our customer success initiatives and scaling our CS function. Your responsibilities will include: - **Team Leadership & People Management:** - Hire, mentor, and scale a high-performing Customer Success team. - Establish best practices, SOPs, and frameworks for consistency and excellence. - Foster a culture of accountability, collaboration, and continuous learning. - **Client Engagement & Value Delivery:** - Act as a trusted advisor to senior client stakeholders to drive adoption, retention, and growth. - Lead strategic reviews, business presentations, and value demonstrations. - Proactively manage escalations with confidence. - **Stakeholder & Peer Management:** - Collaborate cross-functionally with Product, Sales, and Operations teams for customer outcomes. - Influence decision-making by presenting actionable insights clearly. - Advocate for the customer internally and drive product and process enhancements. - **Strategic Leadership:** - Contribute to customer success strategy and long-term account planning. - Identify expansion and cross-sell opportunities through relationship building. - Handle unexpected situations with agility and composure. **Qualifications:** - 8-12 years of experience in Customer Success, Account Management, or related functions, preferably in SaaS/Enterprise solutions. - Proven track record in team management, hiring, and scaling customer-facing functions. - Strong executive presence, excellent presentation, and communication skills. - Ability to influence senior stakeholders, deliver revenue targets, and think strategically. - Problem-solving skills and familiarity with BFSI or analytics/AI domain are preferred. **Required Skills:** - Strong leadership and team management abilities. - Excellent communication and presentation skills. - Strategic thinking and problem-solving capabilities. **Preferred Skills:** - Experience in the BFSI or analytics/AI domain. In addition to a competitive salary and benefits package, we are dedicated to diversity and inclusivity in our hiring practices.,