Director - Customer Success - SaaS/Online/IT

We are a young, fast-paced workplace that fosters a culture of innovation, ownership, freedom, and fun while building tech products of the future.

Our teams are comprised of self-driven, passionate, smart individuals from top-tier institutes who are young achievers.

What we expect :

- Responsible for ensuring customer success and delight for India and Middle East

- Lead and Manage the Customer Success Vision at company from strategic/operational perspective

- Develop best practices and state of the art processes for customer lifecycle management

- Drive operational excellence in the areas of on-boarding, adoption, renewal, up-sell, and churn reduction

- Work effectively with internal stakeholders (Product and Sales teams) to identify product insights, opportunities for ensuring customer delight

- Develops strong customer relationship and executive stakeholder management including Directors, VPs, and C-level executives of Fortune 500 companies

- Lead, Develop & Mentor a high performing team and culture of customer delight

- Identify market trends, insights and provide thought leadership internally/externally

- Develop and Monitor success metrics for organising & measuring performance

- Ensure resolution of all customer issues and acts as point of contact for escalations for both internal/external stakeholders as and when needed

- Work closely with Solution Engineering teams to help resolve customer issues as per the SLAs.

What are we looking for?

- Exposure to handling teams 5-10 years of strong and proven track record of successfully managing customer relationships and technical projects

- Demonstrated exceptional customer & relationship skills

- Strong experience with SaaS Solutions Self-motivated, team-oriented, accountable, and focused on exceeding customer expectations

- Demonstrated ability to deal with change and excel in high pressure situations

- Understanding of the Mobile Ecosystem & App Marketing- Responsible for ensuring customer success and delight for India and Middle East

- Lead and Manage the Customer Success Vision at company from strategic/operational perspective

- Develop best practices and state of the art processes for customer lifecycle management

- Drive operational excellence in the areas of on-boarding, adoption, renewal, up-sell, and churn reduction

- Work effectively with internal stakeholders (Product and Sales teams) to identify product insights, opportunities for ensuring customer delight- Develops strong customer relationship and executive stakeholder management including Directors, VPs, and C-level executives of Fortune 500 companies

Perks - Work at Scale and challenge yourself- Work with a smart team which grew up in the Mobile First world- Free Lunch and Snacks plus caffeine all day- TT table, Poker nights and team offsite.