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Director, Customer Success

Director, Customer Success

Multiplier

10 - 15 years

30 - 35 Lacs

pune

Posted:1 day ago| Platform:

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Skills Required

health insurance career development payroll sales director continuous improvement customer engagement forecasting operations account planning

Work Mode

Work from Office

Job Type

Full Time

Job Description

This opportunity is for an individual who thrives on building scalable processes, coaching leaders and CSMs, and solving complex customer problems end-to-end.

As the Director of Customer Success for APAC, you will be responsible for leading and developing the regional CS team, designing and refining processes that strengthen the customer journey, and ensuring we deliver consistent, high-quality experiences that drive adoption, retention, and growth.

You will partner closely with Sales, Support, Product, Payroll, and Operations to:

Clarify ownership,
Reduce friction for customers and internal teams, and
Build a predictable, data-driven customer success motion in APAC.

What you ll do

Build and scale processes
- Design, implement, and continuously improve customer success processes across onboarding, adoption, renewal, and expansion.
- Standardize playbooks, workflows, and handoffs between CS and cross-functional partners (Sales, Implementation, Support, Payroll, Product, Finance).
- Use data to identify bottlenecks, simplify complex workflows, and reduce customer effort.
Coach and develop CSMs and CS leaders
- Lead, mentor, and grow an APAC CSM team and frontline managers; provide regular 1:1s, feedback, and coaching.
- Define what good looks like for CSM performance, including expectations for account coverage, customer engagement, and commercial outcomes.
- Build clear career paths and promotion criteria, fostering a culture of accountability, learning, and collaboration.
Solve for the customer, end-to-end
- Act as an escalation point for complex, high-value customers, partnering cross-functionally to resolve issues and remove root causes.
- Champion the voice of the customer in internal forums, informed by data, feedback, and frontline observations.
- Drive a customer-first mindset across internal teams, reinforcing the impact of accuracy, timeliness, and transparency on customer trust.
Drive adoption, retention, and growth
- Own regional retention and expansion outcomes, establishing clear targets and operating rhythms (QBRs, EBRs, renewal reviews).
- Monitor health, risk, and opportunity signals across the APAC portfolio; ensure CSMs have playbooks for rescue, renewal, and expansion.
- Partner with Sales and RevOps on forecasting, account planning, and growth strategies for key segments.
Operational rigor & governance
- Define and track core CS metrics (GRR, NRR, logo churn, product adoption, time-to-value, SLA adherence) for APAC.
- Implement governance forums (weekly reviews, monthly business reviews) to align on priorities, unblock issues, and drive continuous improvement.
- Collaborate with Enablement to ensure CSMs and managers have the tools, training, and knowledge they need to be effective in the EOR/Global Payroll space.

What we re looking for

You love solving problems for customers and are known for taking a structured, calm, and outcome-focused approach.
You have proven experience leading and developing Customer Success teams and managers, ideally in a high-growth, B2B SaaS environment.
You are process-obsessed: you can see the customer journey end-to-end, identify gaps, and design scalable workflows that stick.
You have strong leadership, coaching, and communication skills, and you are comfortable giving and receiving direct, constructive feedback.
You re data-driven and use metrics to diagnose issues, set priorities, and focus the team on what matters most.
You can explain complex concepts simply, and you re effective with both written and verbal communication across time zones and cultures.
You enjoy working collaboratively and cross-functionally, and you perform well under pressure in a fast-paced, rapidly changing environment.
You have at least 10 years of experience in customer success/service roles, with a minimum of 5 years in Global Payroll, EOR, or adjacent domains.
You are hands-on, positive, and resilient, and you thrive in a high-growth startup environment where building is part of the job.
You re comfortable with a time split between customer-facing work (strategic customers, escalations, executive alignment) and internal leadership, process, and coaching responsibilities.
You have a track record of reducing customer effort and implementing governance and process improvements that enhance the overall customer experience.

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Director, Customer Success