Chat360 - Director - Customer Success

About Chat360:

- Chat360 is a prominent Generative AI-driven customer experience platform, supported by a $150M group and partnered with Meta and Microsoft. We serve over 350 leading global brands, empowering them to automate customer interactions, enhance user experiences, and drive business growth through AI-powered chatbots and omnichannel solutions. With a consultative approach, we enable enterprises to harness cutting-edge AI technologies to generate leads, improve customer retention, and streamline customer support and marketing efforts across platforms such as WhatsApp, Instagram, Facebook, Google, and other digital channels.

- The founding team consists of alumni from London Business School and IIT, bringing together a strong blend of business expertise and technological innovation.

Role Overview:

As the Director of Customer Success at Chat360, you will own the end-to-end customer journey post-sales. You will lead a team of CSMs and onboarding specialists to drive adoption, retention, and growth across accounts. You'll partner closely with Product, Sales, and Tech teams to ensure seamless experiences while scaling Customer Success operations in a high-growth SaaS environment.

Key Responsibilities:

- Build and lead the Customer Success team at Chat360, driving a culture of customer-first excellence.

- Own and optimize the customer lifecycle - onboarding, adoption, value delivery, retention, and expansion.

- Define and track customer health metrics to proactively reduce churn and increase NRR (Net Revenue Retention).

- Partner with the Sales team to drive renewals and upsell opportunities.

- Collaborate with Product & Engineering to bring customer feedback into the roadmap.

- Establish playbooks, processes, and tools for scalable CS operations.

- Act as a trusted advisor to key enterprise accounts, ensuring strategic alignment with their business goals.

- Drive customer advocacy through case studies, testimonials, and reference accounts.

Requirements:

- 10+ years of experience in Customer Success/Account Management, with at least 5 years in leadership roles.

- Proven experience in scaling CS functions in SaaS companies.

- Strong understanding of customer success metrics (churn, adoption, NRR, CSAT, NPS).

- Excellent communication, stakeholder management, and executive presence.

- Hands-on experience with CS & CRM tools (Salesforce, HubSpot etc.).

- Passion for conversational AI, SaaS, and building long-term customer relationships.

- Entrepreneurial mindset with the ability to thrive in a fast-paced startup environment.