Director / Senior Director - Customer Success

Who are we?

IDfy is Asia's leading TrustStack, trusted by the best. With global expertise and enterprise-grade tech, we're solving trust challenges, making compliance easy, fraud detection smarter, and onboarding seamless.

IDfy builds mission-critical SaaS products that power identity verification, background screening, and fraud prevention for the world's most trusted companies. With over 300 million verified profiles, IDfy has 1,300+ clients globally. IDfy's three platforms - OnboardIQ, OneRisk, and Privy - come together to form one seamless solution enabling trust.

We are seeking a high-impact Director / Senior Director - Customer Success to lead and scale our entire Customer Success organization across India. In this executive leadership role, you will hold overall P&L and net retention responsibility for IDfy's largest account portfolios, build and mentor a multi-tiered CS organization, drive C-suite relationships across top enterprise clients, and serve as the strategic voice of the customer at the executive board level.

Here's what your day would look like:

- Heading the Customer Success Function: Setting the strategic vision, operating rhythm, account governance, and execution standards for the Customer Success function.

- Driving Portfolio P&L & Revenue Retention: Owning top-line organic growth targets, overall Net Revenue Retention (NRR), gross retention, and expanding account footprints through executive-level upsell and cross-sell strategies.

- Orchestrating Executive QBRs & Boardroom Engagement: Leading strategic Quarterly Business Reviews (QBRs) and executive outcome discussions with client C-suite stakeholders - presenting macro-level ROI, industry trends, and multi-year transformation roadmaps.

- C-Suite Relationship Building: Building trusted, consultative 1:1 partnerships with CXOs, IT/Ops heads, and leaders across enterprise clients, and strategic partners.

- Account Governance & Risk Mitigation: Establishing enterprise-grade account health frameworks to proactively anticipate portfolio risks, eliminate systemic delivery friction, and prevent revenue churn.

- Team Leadership, Scale & Mentorship: Building, leading, and mentoring a high-performing CS leadership team - setting clear performance outcomes, driving operational excellence, and fostering a culture of ownership and accountability.

- Championing Industry Best Practices: Institutionalizing customer-centric playbooks, value-realization frameworks, and customer education initiatives across the entire CS organization.

- Executive Advocacy & Internal Influence: Serving as the ultimate voice of the customer at IDfy's leadership table - influencing product roadmaps, engineering priorities, and go-to-market strategies to align with evolving enterprise demands.

We are the perfect match if you:

- Experience: Have 15+ years of progressive experience in Customer Success, Account Management, or Client Engagement leadership - with proven experience heading large Customer Success or Client Delivery functions.

- Commercial Acumen: Possess strong commercial and financial acumen with overall accountability for driving multi-million dollar organic revenue expansion, gross margin health, and high retention rates.

- Scaling Organizations: Have a track record of leading, structuring, and scaling multi-tiered Customer Success organizations through hyper-growth stages.

- Communication Skills: Demonstrate executive-level business communication and C-suite presence - capable of leading strategic boardroom discussions, negotiating enterprise commitments, and presenting data-backed growth recommendations.

- Strategic Reviews: Are experienced in running high-stakes Executive Business Reviews (QBRs/EBRs), aligning platform capabilities with client CXO agendas, and structuring long-term strategic partnerships.

- Entrepreneurial Mindset: Are an executive self-starter with an entrepreneurial mindset, capable of taking end-to-end ownership of organizational processes, culture, and business outcomes.

- Program Management: Possess the ability to structure and drive complex, multi-stakeholder enterprise programs by setting clear milestones, tracking execution rigor, and ensuring clients achieve their strategic business goals.

- Collaboration: Move organizational priorities forward through credibility, clarity, and cross-functional collaboration across Product, Engineering, Sales, and Executive Leadership.