Director, Customer success

About DPDzero

DPDzero (www.dpdzero.com) is an AI Collections Company for financial institutions to run collections on autopilot. Our AI platform combines digital nudges, AI voice agents, and ethical human interventions to improve borrower experience, maximise recovery and reduce cost.

GMO VenturePartners, Blume Ventures, India Quotient, and SMBC Asia Rising Fund

About the role

At DPDzero, Customer Success is not just a post sales function - it is our moat. It's the reason our customers stick with us during market turbulence. It's why we win even when others falter. It's the reason business grows without chasing.

We're building a world-class customer success team that customers brag about. The team that delivers the kind of partnership no other collections provider can offer. If you believe that customer success is a growth strategy, this is your calling.

Responsibilities

1. Build a powerhouse

   - Hire, coach, and scale a high-impact customer success team across India.

2. Own the end-to-end customer journey

   - From onboarding to renewals, own the entire experience. Ensure zero drop-offs, zero friction, and 100% trust.

3. Deliver magic, consistently

   - Design health checks, run performance reviews, create moments of unexpected delight to make lenders feel we're 100 steps ahead.

4. Drive obsession internally

   - Champion the customer voice across Sales, Ops, Product, and Analytics. Bring clarity, urgency, and energy to every cross-functional meeting.

5. Be the customer's advocate

   - You're the reason they say: DPDzero just gets it.

6. Turn customers into evangelists

   - Own testimonials, case studies, mixer events, and more. Make every customer a loudspeaker for DPDzero.

Requirements

1. 10+ years of experience in Customer Success or Strategic Partnerships
2. Proven track record managing large enterprise customers, preferably in BFSI
3. Managed a team size of minimum 10 customer success managers
4. Managed a portfolio worth $10M ARR with >$1mil accounts
5. Strong operational rigor, stakeholder management, and outcome obsession
6. Ability to operate in high-growth, fast-paced, execution-driven environments
7. Founder-style ownership mindset. Ready to build, scale, and lead from the front