๐ง๐ต๐ถ๐ ๐ฟ๐ผ๐น๐ฒ ๐ถ๐ ๐ณ๐ผ๐ฟ ๐ผ๐ป๐ฒ ๐ผ๐ณ ๐๐ต๐ฒ ๐ช๐ฒ๐ฒ๐ธ๐ฑ๐ฎ๐'๐ ๐ฐ๐น๐ถ๐ฒ๐ป๐๐
๐ฆ๐ฎ๐น๐ฎ๐ฟ๐ ๐ฟ๐ฎ๐ป๐ด๐ฒ: ๐ฅ๐ ๐ญ๐ฎ๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ - ๐ฅ๐ ๐ฎ๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ (๐ถ๐ฒ ๐๐ก๐ฅ ๐ญ๐ฎ-๐ฎ๐ฌ ๐๐ฃ๐)
Experience: 12+ yrs
Location: Bengaluru, Karnataka, India
As a Senior Director, you will spearhead the strategy and execution of customer success, experience, and delight initiatives, ensuring that every touchpoint drives maximum value and long-term loyalty for our global customer base. You will lead crossโfunctional teams, collaborate with product, sales, and marketing, and act as the advocate for the customer voice within the organization. Your role will blend analytical rigor with a passion for service excellence, guiding the development of scalable processes, metrics, and technology solutions that elevate the overall customer journey. By cultivating a culture of continuous improvement and proactive engagement, you will translate customer insights into actionable business outcomes that fuel growth and reinforce our market leadership.
Requirements
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โข Develop and execute a comprehensive customer success strategy that aligns with corporate objectives and drives retention and expansion.
โข Lead the design, implementation, and optimization of customer experience programs across all touchpoints, ensuring consistent delight and advocacy.
โข Define and track key performance indicators (KPIs) for customer health, satisfaction, and lifetime value, and use data to inform decision making.
โข Partner with product and engineering to translate customer feedback into feature enhancements and roadmap priorities.
โข Mentor and grow a highโperforming customer success organization, fostering a culture of excellence, accountability, and continuous skill development.
โข Build and maintain relationships with senior stakeholders, customers, and partners to champion their needs and amplify success stories.
โข Oversee the integration and scaling of CX technologies, such as NPS surveys, CSAT tools, and customer journey platforms, to capture realโtime sentiment and insights.
โข Develop and deliver executive-level reports and dashboards that illustrate the impact of customer success initiatives on revenue, churn, and product adoption.
โข Lead crisis management and escalation protocols, ensuring rapid resolution, rootโcause analysis, and preventive measures.
โข Champion crossโfunctional collaboration initiatives that break down silos and align the entire organization around customer-centric goals.
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โข 12+ years of progressive leadership experience in customer success, experience, or delight within a fastโmoving, technologyโdriven environment.
โข Proven track record of building scalable customer success frameworks that have demonstrably increased NPS, renewal rates, and upsell revenue.
โข Strong analytical mindset with expertise in deriving insights from customer data and translating them into actionable strategies.
โข Exceptional communication skills that enable you to articulate complex customer insights to stakeholders at all levels, from executives to frontโline teams.
โข Demonstrated ability to manage and inspire highโperforming, diverse teams across multiple geographies and time zones.
โข Deep understanding of modern CX tools, analytics platforms, and workflow automation solutions that enhance customer engagement.
โข Experience in defining and managing budgets, resource allocation, and KPI dashboards for a customer success organization.
โข Passion for fostering a culture of continuous learning, experimentation, and rapid iteration within the customer success function.
โข Strong strategic vision and the ability to translate longโterm customer goals into shortโterm, measurable actions.
โข Familiarity with enterprise SaaS product environments, subscription economics, and the complexities of vertical market customer relationships.