Associate Director of Customer Success Management

As the Director of Customer Success at Zycus, a leading provider of SAAS procurement software, your responsibility will be to lead efforts to ensure the business success of Zycus's customers. Key Responsibilities: - **Team Leadership:** Manage a team of TAMs and CSMs, set goals, monitor performance, and support professional development. - **Customer Success:** Develop strategies for product adoption, usage, and helping customers achieve their business objectives to ensure satisfaction, retention, and growth. - **Relationship Management:** Build and maintain strong, long-term relationships with key stakeholders, acting as a technical advisor and business advocate. - **Collaboration:** Work closely with Product, Engineering, and Support teams to address customer needs, resolve issues, and provide feedback on requirements. - **Growth Opportunities:** Identify upsell, cross-sell, and renewal opportunities in existing accounts by partnering with Sales. - **Customer Health Monitoring:** Track and report on customer health metrics, satisfaction, and usage to proactively address risks and improve outcomes. - **Industry Expertise:** Stay informed on industry trends and competitor offerings to provide valuable insights to customers and internal teams. - **Process Improvement:** Continuously refine internal processes to enhance the overall customer experience and increase team efficiency. Qualification Required: - Bachelor's degree in Computer Science, Information Technology, Business, or related field (Master's degree preferred). - 12+ years of experience in customer success or related roles in the SAAS industry, with a focus on procurement software. - Strong track record of managing enterprise-level accounts and leading technical and customer success teams. - Technical proficiency to understand complex SAAS platforms and effectively communicate with stakeholders. - Demonstrated ability to drive customer adoption, retention, and business growth. - Excellent leadership, communication, and interpersonal skills. - Experience managing multiple high-priority customer accounts in a fast-paced environment. - Familiarity with procurement processes and solutions (S2P, P2P) is advantageous. - Proficiency in CRM tools, customer success platforms, and metrics-driven performance management. - Willingness to travel as needed to meet key accounts and support team initiatives.,