Trademo - Associate Director - Customer Success

Description:

About the job:

About Trademo:

At Trademo, we are transforming global trade and supply chains by leveraging cutting-edge AI technology to provide businesses with unparalleled visibility, compliance, and intelligence solutions.

Our AI-driven platform simplifies the complexities of international trade, helping companies mitigate risks, enhance efficiency, and make data-driven decisions with confidence.

Our AI-Enhanced Solutions:

- Trademo Intel AI-powered trade intelligence to uncover market trends and competitive insights.

- Trademo Sanctions Screener AI-driven compliance with 650+ global sanctions and PEP lists.

- Trademo Global Trade Compliance Real-time regulatory and tariff data for 140+ countries, with AI workflows for HS/ECN classification, controls determination, and licensing.

- Trademo Map - AI-powered global supply chain mapping and screening, detecting risks like Forced Labor (UFLPA) and sanctions in deep-tier networks.

- Trademo TradeScreen - AI-powered trade transaction digitization, financial crime screening and compliance platform.

Founded by Shalabh Singhal, who is a third-time tech entrepreneur and an alumni of IIT BHU, CFA Institute USA, and Stanford GSB SEED.

Our Trademo is backed by a remarkable team of leaders and entrepreneurs like Amit Singhal (Former Head of Search at Google), Sridhar Ramaswamy (CEO, Snowflake), Neeraj Arora (MD, General Catalyst & Former CBO, Whatsapp Group).

What you will be doing?:

- Define and execute the overall Customer Success vision, strategy, and operating model.

- Own customer retention, renewal, and expansion goals, ensuring predictable and scalable growth.

- Build and optimise customer lifecycle frameworks (onboarding adoption value realization renewal).

- Lead, mentor, and scale a team of Customer Success Associates & Managers, Onboarding Specialists, and Support personnel.

- Build strong executive relationships with key accounts and act as an escalation point for critical customer situations.

- Partner cross-functionally with Product, Sales, Marketing, and Engineering to relay customer insights and influence roadmap decisions

- Analyse customer health data to proactively identify churn risks and opportunities for growth.

Desired Profile:

- 8+ years of experience in Customer Success / Account Management in a B2B SaaS company.

- At least 35 years of experience leading and managing Customer Success teams.

- Strong understanding of SaaS metrics (NRR, GRR, churn, expansion, LTV, CAC).

- Excellent stakeholder management, communication, and executive presence.

- Proven track record of managing enterprise or mid-market customers.

- Experience in scaling teams, building processes, and driving operational efficiency