Director of Customer Success

As an Associate Director of Customer Success, you will play a crucial role in leading our customer success initiatives and scaling our CS function. Your responsibilities will include team leadership, client engagement, stakeholder management, and strategic leadership. Key Responsibilities: - **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, ensuring adoption, retention, and growth. - Lead strategic reviews, business presentations, and value demonstrations. - Manage escalations confidently, proactively resolving challenges. - **Stakeholder & Peer Management:** - Collaborate cross-functionally with Product, Sales, and Operations teams to drive customer outcomes. - Influence decision-making by presenting actionable insights and business impact clearly. - Advocate for the customer internally, driving improvements to products and processes. - **Strategic Leadership:** - Contribute to customer success strategy and long-term account planning. - Identify expansion and cross-sell opportunities through relationship building. - Handle ambiguity with agility, managing unexpected situations confidently. Qualifications & Skills: - 8-12 years of experience in Customer Success, Account Management, or related functions, preferably in SaaS/Enterprise solutions. - Proven experience in managing teams, hiring, and scaling customer-facing functions. - Strong executive presence with excellent presentation and communication skills. - Ability to influence senior stakeholders, deliver revenue targets, and think strategically. - Problem-solving skills and BFSI or analytics/AI domain knowledge are advantageous. In joining us, you will be part of a high-growth AI company revolutionizing the BFSI industry. You will have the opportunity to build and lead a critical function for customer success, work closely with CXO-level clients and global enterprises, and thrive in a collaborative culture that values autonomy and ownership.,