Director - Customer Success - SaaS

Our Ideal Candidate :

As we are rapidly scaling international enterprise accounts, we are looking for an experienced Customer Success leader. You will play a key role in driving customer goals, product utilization, business transformation, and revenue expansion by ensuring the activation, engagement, success, retention, and growth of enterprise accounts.

This role is focused on high-impact, high-value activities in all aspects of business development & retention.

What you will do :

- Lead the customer success and account management function to deliver a best-in-class experience.

- Build complete visibility of current portfolio to predict and mitigate client churn risk.

- Analyze the product dashboard and discover which customers are doing well and which are prone to churn.

- Design and execute data collection and feedback mechanisms to identify customer needs and assess
customer health.

- Serve as the highest level of escalation for client escalation and issues and drive on-time and on-point
resolution.

- Collaborate with Sales,Product, Engineering and other Account Management functions to elevate client experience.

- Design and maintain consistent processes that allow for easy tracking of KPIs.

- Solely own a Net Revenue Retention goal on your team's portfolio. You are accountable for your team's account planning, renewal risk identification and mitigation, and driving renewal closures with limited sales team intervention.

- Identify and achieve upselling and cross-selling targets.

- Recruit, train, and mentor team members.

Basic Requirements :

- At least 8+ years of work experience with a minimum 5-6 years experience leading technical account management, customer success, support or implementation in a SaaS environment.

- Understanding of large businesses with many key stakeholders.

- Capable of communicating with a diverse range of individuals, across functions.

- Impressive track record of high customer retention and growth.

- Strong sense of customer empathy and customer-centrism.

- Excellent interpersonal, communication, problem-solving and analytical skills.

- Must be proficient in MS-Excel and have a strong understanding of numbers.

- Ability to thrive in a fast paced startup environment with a CAN DO attitude.

- Must have catered to the EMEA,APAC & US geographies.

- Must have managed both CSAT metrics and expansion.

What to Expect :

A challenging position with lots of room for growth and support for personal and professional development with a great opportunity to work with a cross-functional team along with

- Competitive salary with flexible working culture and other benefits

- Flexible working hours and tailored leave policies to give you the right balance

- Fun events, curated workshops, learning sessions, prizes, awards & recognitions etc.