Job Description

Associate Director - Customer Success
Location: Goa
Join Ginesys as Associate Director - Customer Success to lead customer engagement, business outcomes, and team operations in Goa. This role is dedicated to driving customer and revenue growth, developing high-performing teams, and ensuring seamless, value-led service for retail enterprises.

What You'll AchieveThe ideal candidate will leverage strategic business acumen and a strong customer focus to increase revenue, optimize adoption, and deliver outstanding customer experiences and retention.


You WillDemonstrate high business acumen, understanding client needs and aligning service delivery with revenue growth plans and organizational priorities. Develop and execute robust customer success plans, managing onboarding, training, and ongoing support for enterprise clients. Proactively identify and address customer challenges, providing solutions and recommendations to drive client success and prevent churn. Collaborate with cross-functional teams including Sales, Product, and Support to ensure a seamless and unified customer experience. Conduct regular business reviews with customers to assess performance, highlight areas for improvement, and identify new expansion opportunities. Monitor customer health and usage metrics, responding early to risks and advocating for client needs within internal teams. Act as a customer advocate, providing feedback and insights to drive service improvements and influence product enhancements. Lead and mentor customer success and support teams to excel in customer delivery and operational excellence. Stay up-to-date with industry trends and best practices, embedding new techniques and approaches into business processes.



Essential RequirementsMaster's degree in Business Management, IT, or Commerce. 9-15 years' experience in customer success, service delivery, or operations (preferably within SaaS or retail technology). At least 5 years leading teams, with a track record of business growth and customer value delivery. Strong interpersonal, analytical, and business development skills. Skilled in CRM and customer management platforms.


Desirable RequirementsExperience with OMS, ERP, or omnichannel retail supply chain platforms. Exposure to developing and executing customer success strategies in SaaS environments. * Proven ability to drive operational improvements, revenue plans, and team engagement.