Associate Director - Customer Success - SaaS

Role & Responsibilities

- Build and maintain strong relationships with key stakeholders within assigned high ticket accounts.

- Serve as the primary point of contact for strategic customers, ensuring their needs are met and expectations are exceeded.

- Develop and execute customer success plans, including onboarding, training, and ongoing support.

- Proactively identify and address customer challenges, providing solutions and recommendations to drive customer success.

- Collaborate with cross-functional teams, including Sales, Product, and Support, to ensure a seamless customer experience.

- Conduct regular business reviews with customers to review performance, identify areas for improvement, and present new opportunities.

- Monitor customer health metrics and proactively address any red flags to prevent churn.

- Act as a customer advocate, providing feedback and insights to internal teams to drive product enhancements and improvements.

- Stay up-to-date with industry trends and best practices in customer success management.

Ideal Candidate

- Strong Customer Success, Large account management Profile

- Mandatory (Experience 1) - Must have 5+ YOE in Customer Success, Account Management, or Client Relationship in a SaaS environment.

- Mandatory (Experience 2) - Must have 3+ YOE in Team management

- Mandatory (Skills 1) - Must have expertise in managing and ensuring long-term satisfaction and growth with the enterprise-level customers,

- Mandatory (Skills 2) - Must be proficient in CRM and customer success tools

- Mandatory (Company) - ERP, RetailTech, LoyaltyTech, OMS (order management system), POS, Logistics, WMS (warehouse management), No EdTech and HealthTech

- Mandatory (Language)-Candidates for Hyderabad / Bengaluru should be fluent in any 1 of the mentioned South Indian language (Tamil, Kannada, Malyalam)

- Mandatory (Education) - Must have done a full-time MBA or PGDM (not considering online/distance MBA)

Preferred (Industry) - Retail, Manufacturing or FMCG