Senior Director, Customer Success

Black Duck Software

15 - 20 years

30 - 35 Lacs

bengaluru

Posted:1 day ago| Platform:

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Skills Required

senior director product engineering people development financial planning presales account management open source talent management forecasting technical support

Work Mode

Work from Office

Job Type

Full Time

Job Description

Serve as the primary site contact lead for the CX organization in India.
Responsible for overseeing a team of customer success managers, technical support engineers, onboarding specialists, and delivery partners across multiple products within the organization.
Hire and provide on-the-ground talent management.
Coordinate with other departments and teams to establish project goals and deliverables
Own all the post-sales functions in the APAC region, ensuring cost-effective service delivery while optimizing customer outcomes and profitability.
Lead financial planning, budgeting, forecasting, and reporting for Customer Success, Support, and Delivery functions; ensure alignment w ith company growth goals and margin targets.
Partner with global leaders to design and execute strategies for customer onboarding, engagement, satisfaction, adoption, retention, and expansion.
Coordinate with other departments and teams to establish project goals and deliverables.
Drive support transformation initiatives optimize SLAs, self-service capabilities, and resolution metrics.
Own regional success KPIs, Renewal Rate, Expansion Revenue, and Churn.
Lead efforts to align customer journeys with value realization and business outcomes.
Collaborate with Sales leadership to support pre-sales to post-sales handoff and drive upsell/cross-sell motions.
Represent the voice of the customer in internal forums and executive reviews.
Establish customer-focused culture and operational rigor across teams through mentoring, coaching, and people development.
Report regularly on customer metrics, trends, escalations, and financial performance to the global executive team.
Engage closely at the site level across all functions to create an overall engaged team.

Qualifications

15+ years of experience in Customer Success, Professional Services, or post-sales leadership roles, ideally in SaaS or enterprise software companies.
Proven experience leading cross-functional teams across Customer Success, Onboarding, Support, and Delivery.
Strong familiarity with B2B customer success metrics, enterprise account management, and retention strategies.
Demonstrated experience influencing PL for post-sales or customer operations, with a track record of improving service profitability.
Strong understanding of cost drivers, margin improvement levers, and service delivery economics in a recurring revenue business.
Ability to lead with empathy, influence senior stakeholders, and operate effectively in a global matrix organization.
Site level responsibilities along with hiring and developing talent
Deep understanding of customer onboarding, escalation management, and renewals workflows.
Experience working in high-growth environments; ability to drive structure in ambiguity.
Excellent communication, executive presence, and stakeholder engagement skills.
Bachelor s degree in engineering, or related field required. Master s or MBA preferred.

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