About the Position
Role: Customer Success
Designation: AVP/AD/Director – Customer Success
Experience: 10–15 Years
Location: Gurgaon (Work from Office – 5 Days)
Education: Any full-time bachelor’s degree (MBA preferred but not mandatory)
Industry Type: Technology / SaaS Product / AI-driven platforms
Functional Area: Customer Success / Account Management / Program
Management
Roles & Responsibilities
1. Customer Ownership & Business Accountability
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Own a portfolio of enterprise and mid-market clients post onboarding
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Act as the single point of contact for all customer-facing interactions
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Take end-to-end accountability for customer success, satisfaction, and
retention
2. Adoption & Value Realization
- Drive platform adoption across customer teams (sales reps, managers,
leadership)
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Track usage metrics, engagement, and business impact
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Ensure customers achieve tangible business outcomes (sales uplift,
execution improvement, visibility)
3. Execution & Program Leadership
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Lead implementation, rollout, and ongoing execution of customer programs
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Coordinate across Product, Tech, Data, and Ops teams
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Drive timelines, remove blockers, and ensure delivery commitments are met4. Business Reviews & Strategic Alignment
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Conduct weekly/monthly reviews and QBRs with clients
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Present structured insights on:
o Platform performance
o Business impact
o Improvement opportunities
- Act as a thought partner to clients, not just a relationship manager
5. Retention, Expansion & Risk Management
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Own customer retention and renewal outcomes
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Identify risks early and take proactive action
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Support upsell and expansion opportunities in collaboration with the sales team
team
6. Escalation Ownership & Problem Solving
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Handle customer escalations end-to-end with urgency and ownership
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Break down complex issues and drive resolution across teams
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Maintain trust and transparency during critical situations
7. Customer Feedback & Internal Influence
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Act as the voice of the customer internally
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Translate feedback into clear, actionable inputs for Product and Tech teams
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Contribute to the continuous improvement of the product and delivery
Desired Candidate Profile
Experience
- 10-15 years of experience in:
o Customer Success / Account Management / Program Management
- Preferably from:
o B2B SaaS / Technology / FMCG-tech / SFA / Analytics platforms
- Experience managing multiple enterprise or mid-market clients
Core Skills
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Strong stakeholder management and client communication skills
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Ability to drive execution across cross-functional teams
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Strong problem-solving and structured thinking
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Comfortable working with data, dashboards, and business metrics
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Ability to operate effectively in fast-paced environments
Mindset & Behavioural Fit (Critical for Success)
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Extreme Ownership: Takes accountability for outcomes, not just tasks
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Bias for Action: Moves fast and drives execution without over-dependence
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Operator Mindset: Focuses on solving problems and delivering results, not just managing relationships
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Customer + Business Balance: Able to align customer expectations with company priorities
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Strong Communication Spine: Can push back constructively and drive alignment with stakeholders
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Comfort with Ambiguity: Able to operate in evolving and unstructured environments
Good to Have
- Experience working with:
o FMCG clients / retail / distributor ecosystems
o Sales tech / SFA / GTM / analytics platforms
- Exposure to global clients or multi-region deployments
What Success Looks Like (6–12 Months)
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High customer retention and satisfaction
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Strong and consistent platform adoption across accounts
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Measurable business impact delivered to clients
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Faster resolution of issues and minimal escalations
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Identification and conversion of expansion opportunities
Why Join Us
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Be part of a high-growth AI SaaS company
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Own end-to-end customer outcomes, not just support functions
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High ownership, visibility, and career growth
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Opportunity to work alongside top professionals in a mission-driven environment.
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Engage with leading global brands and contribute to innovative sales solutions.
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Participate in wealth creation through an attractive ESOP plan designed for high
performers.
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