Director-Customer Success

About the job

Role : Director-Customer Success Location : Mumbai About the Role : The Director – Customer Success (New Products & Partnerships) will own the strategic direction, execution, and scaling of partner and customer success initiatives for new products. This role requires strong executive presence, cross-functional leadership, and the ability to manage and develop a team while driving revenue growth, ... partner health, and long-term business value. What you'll be Responsible for? 1-Strategic Leadership & Ownership • Define and execute the overall partner and customer success strategy for new products, aligned with company growth objectives across regions. • Serve as a senior escalation point and executive sponsor for strategic partners and enterprise customers. • Drive adoption, retention, expansion, and revenue growth through structured success frameworks and governance models. 2-Partner & Revenue Growth • Build and scale strategic relationships with key partners, C-level stakeholders, and enterprise customers to drive mutual business outcomes. • Own partner lifecycle management including onboarding, enablement, performance management, renewals, up-sell, and cross-sell opportunities. • Partner closely with Sales to influence revenue strategy, forecast accuracy, and long-term account growth. • Track and improve key metrics such as partner health, NRR, churn, adoption, and engagement. 3-Cross-Functional Collaboration • Act as the senior liaison between Customer Success, Sales, Product, Engineering, and Operations to ensure partner needs are translated into product and delivery priorities. • Influence product roadmap decisions using partner insights, usage data, and market feedback. • Establish scalable processes, tools, and playbooks to support rapid growth and operational excellence. 4-People Leadership & Team Management • Lead, mentor, and develop a Customer Success and Partner Management team across multiple locations. • Set clear goals, KPIs, and performance benchmarks; conduct regular reviews and talent development planning. • Build a high-performance culture focused on accountability, collaboration, and customer outcomes. • Drive succession planning and capability building within the team. 5-Reporting & Governance • Own executive-level reporting on partner performance, revenue forecasts, risks, and opportunities for senior leadership. • Establish governance mechanisms, QBRs, and executive reviews with key partners and internal stakeholders. • Ensure compliance with contractual, commercial, and operational commitments. What You'd have? • 12–15 years of experience in Customer Success, Partner Management, or Business Development, preferably within SaaS / CPaaS organizations. • Proven experience managing and scaling large, multi-location teams (10+ members). • Strong executive presence with experience engaging C-level stakeholders and enterprise clients. • Demonstrated success in driving revenue growth, renewals, and expansion through strategic partnerships. • Deep understanding of customer success metrics, frameworks, and lifecycle management. • High business acumen with experience across multiple industry verticals and global/regional markets. • Ability to operate in ambiguity, influence without authority, and drive outcomes in a fast-paced environment. • Exceptional communication, presentation, negotiation, and stakeholder management skills.

Requirements

• Customer Success
• Partner Management
• Business Development
• Leadership
• Cross-Functional Collaboration

Qualifications

• 12–15 years of experience in Customer Success
• Experience in SaaS / CPaaS organizations

Preferred Technologies

• Customer Success
• Partner Management
• Business Development
• Leadership
• Cross-Functional Collaboration

Benefits

• Growth opportunities
• Inclusive environment

About the company

Karix is a company that specializes in telecom and CPaaS solutions. They focus on innovation and customer success, offering impactful work and tremendous growth opportunities within their field.