Associate Director of Customer Success

Associate Director – Customer Success

Role Overview

We are looking for an

Director of Customer Success

to lead our customer success initiatives and play a pivotal role in building and scaling our CS function. This individual will be responsible for

people leadership, stakeholder management, and client engagement

while ensuring our customers achieve measurable value from our solutions.

Key Responsibilities

Team Leadership & People Management

Hire, mentor, and scale a high-performing Customer Success team.

Establish best practices, SOPs, and frameworks to drive consistency and excellence.

Create a culture of accountability, collaboration, and continuous learning.

Client Engagement & Value Delivery

Act as a trusted advisor to senior client stakeholders, ensuring adoption, retention, and growth.

Lead strategic reviews, business presentations, and value demonstrations.

Manage escalations with confidence, resolving challenges proactively.

Stakeholder & Peer Management

Collaborate cross-functionally with Product, Sales, and Operations teams to drive customer outcomes.

Influence decision-making by presenting actionable insights and business impact clearly.

Represent the voice of the customer internally and drive enhancements to product & processes.

Strategic Leadership

Contribute to customer success strategy and long-term account planning.

Identify expansion and cross-sell opportunities through strong relationship building.

Handle ambiguity with agility—managing unexpected situations with confidence and composure.

Qualifications & Skills

8–12 years of experience in Customer Success, Account Management, or related functions, preferably in SaaS / Enterprise solutions.

Proven experience in

managing teams

, hiring, and scaling customer-facing functions.

Strong

executive presence

with excellent presentation and communication skills.

Demonstrated ability to influence

senior stakeholders and CXOs and deliver revenue targets

Problem-solver with the ability to manage ambiguity and think strategically.

BFSI or analytics / AI domain knowledge is a plus.

Why Join Us?

Be part of a

high-growth AI company

transforming the BFSI industry.

Build and lead a

strategic function

critical to customer success.

Opportunity to work closely with

CXO-level clients

and global enterprises.

Collaborative culture with autonomy and ownership.