Director of Customer Success

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For one of our clients, we are looking for a Director of Customer Success, remotely from India.

As the Director of Customer Success, you will be responsible for leading and scaling the customer success function. This high-impact role requires you to focus on driving retention, expansion, and overall customer experience. You will develop and implement customer success strategies, define success metrics, and build scalable processes to optimize the customer journey from onboarding through to renewal and expansion. Your work will empower the Customer Success team with the tools, training, and guidance needed to achieve their objectives.

Accountabilities:

• Develop and implement a scalable customer success strategy to drive retention and expansion.
• Define customer success metrics (such as retention rate, NRR, and CSAT) and track performance through data-driven approaches.
• Build and manage the team of Customer Success Specialists & Managers, ensuring clear ownership and accountability within the team.
• Create and optimize customer lifecycle playbooks (onboarding, adoption, renewal, and expansion).
• Collaborate with Sales, Marketing, Product, and Engineering teams to improve customer experience and engagement.

• 8+ years of experience in Customer Success or Account Management in B2B SaaS, with at least 4+ years in a leadership role.
• Proven experience in reducing churn, driving expansion revenue, and building customer success teams from scratch.
• Strong understanding of customer success metrics, customer health scoring, and automation.
• Excellent people leadership skills, with the ability to coach, mentor, and grow a team.
• Familiarity with customer success tools (e.g., Zapscale), CRM (e.g., Hubspot), and support tools (e.g., Freshdesk).

• Opportunity to lead and scale the Customer Success function in a high-growth cybersecurity company.
• Direct impact on company revenue and customer success, with ownership over key initiatives.
• Health insurance and additional benefits for you and your spouse, including maternity benefits.
• Annual company trips to scenic locations (e.g., Wayanad).
• Fully remote position (with minimal travel to Bengaluru and customers as required).

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