Associate Director of Customer Success

About the job

About the Role This role involves leading customer success initiatives and ensuring that our customers derive measurable value from our solutions. Responsibilities: - Team Leadership & People Management - Hire, mentor, and scale a high-performing Customer Success team. - Establish best practices, SOPs, and frameworks to drive consistency and excellence. - Create a culture of accountability, collaboration, and continuous learning. - Client Engagement & Value Delivery - Act as a trusted advisor to senior client stakeholders, ensuring adoption, retention, and growth. - Lead strategic reviews, business presentations, and value demonstrations. - Manage escalations with confidence, resolving challenges proactively. - Stakeholder & Peer Management - Collaborate cross-functionally with Product, Sales, and Operations teams to drive customer outcomes. - Influence decision-making by presenting actionable insights and business impact clearly. - Represent the voice of the customer internally and drive enhancements to product & processes. - Strategic Leadership - Contribute to customer success strategy and long-term account planning. - Identify expansion and cross-sell opportunities through strong relationship building. - Handle ambiguity with agility—managing unexpected situations with confidence and composure.

Requirements

• Customer Success
• Account Management
• Team Leadership
• Stakeholder Management
• Strategic Thinking

Qualifications

• 8–12 years of experience in Customer Success
• Proven experience in managing teams
• Strong executive presence

Preferred Technologies

• Customer Success
• Account Management
• Team Leadership
• Stakeholder Management
• Strategic Thinking