Director – Customer Success Managers

Job Summary:

We are seeking a highly motivated and strategic Manager – Customer Success Managers to lead, mentor, and grow our team of Customer Success Managers (CSMs). This role is critical in ensuring customer satisfaction, retention, and long-term value realization by overseeing the post-sales customer lifecycle. The ideal candidate will bring strong leadership skills, a customer-centric mindset, and the ability to build scalable success strategies across a growing customer base.

Key Responsibilities:

Team Leadership & Development:

• Lead, coach, and mentor a team of Customer Success Managers to achieve individual and team KPIs (e.g., retention, expansion, and customer satisfaction).
• Conduct regular 1:1s, performance reviews, and professional development planning.
• Establish clear goals, roles, and responsibilities within the team.

Customer Success Strategy & Execution:

• Design and implement scalable customer success processes across onboarding, adoption, retention, and renewal stages.
• Ensure consistent delivery of proactive customer success activities, health checks, and business reviews.
• Champion voice of the customer across product, support, and leadership teams.

Customer Retention & Growth:

• Drive customer retention and reduce churn by ensuring value delivery and satisfaction.
• Identify opportunities for upsell and expansion in partnership with Sales and Account Management.
• Resolve escalations and ensure a strong issue resolution framework is in place.

Cross-Functional Collaboration:

• Work closely with Sales, Product, Support, Marketing, and other internal stakeholders to enhance the end-to-end customer experience.
• Provide feedback to Product/Engineering based on customer interactions to support continuous improvement.

Metrics & Reporting:

• Track and report on key metrics such as Net Promoter Score (NPS), Customer Health Scores, churn rate, and renewals.
• Provide regular insights and strategic recommendations to leadership based on data-driven analysis.

Required Skills & Qualifications:

• Bachelor's degree in Business, Communications, or a related field (Master’s degree is a plus).
• 6–10 years of experience in customer success, account management, or client services, with at least 2–3 years in a people management role.
• You should know your way around performance metrics like ROI, CTR, CPC, engagement rates, etc. Being able to read the numbers and pull insights is crucial.
• You should be able to spot when there’s a chance to grow the account or keep a client on board by showing them value and suggesting smart next steps.
• You’ll often need to present campaign performance or recommend strategy changes, so being confident and clear in those meetings is important.

Tools/applications knowledge

• Zendesk
• OMS
• Excel/ google sheets
• Dropbox
• ChatGPT
• One Drive

Preferred Qualifications:

• Prior experience building or scaling customer success teams in a startup or growth-stage company.
• Familiarity with customer health scoring models and predictive retention metrics.
• Certifications in Customer Success Management, Project Management, or similar (e.g., CSM, PMP).

Job Types: Full-time, Permanent

Pay: Up to ₹1,500,000.00 per year

Benefits:

• Health insurance
• Paid sick time
• Paid time off
• Provident Fund
• Work from home

Work Location: Remote