Job Description

Role Overview

The Director - Customer Success is the

functional owner of the Customer Success organization

, accountable for

strategy execution, leadership maturity, delivery predictability, and organizational credibility

.

This role owns

people leadership at scale

, including the direct management of the Associate Director - Customer Success Management, and is responsible for ensuring that all customer commitments are

realistic, communicated clearly, and delivered consistently

.

The Director represents Customer Success at the

CXO level

, with full accountability for outcomes, communication quality, and escalation governance.

Key ResponsibilitiesFunctional & Leadership Ownership

Own the Customer Success function end-to-end, including strategy, execution, and outcomes Directly manage and develop the Associate Director - Customer Success Management Set operating standards for leadership behavior, execution discipline, and accountability Build a strong leadership bench across the CS organization
Commitment & Delivery Accountability

Own all Customer Success commitments made to customers and internal leadership Ensure predictability and reliability of delivery across teams Intervene decisively where commitments, timelines, or standards are at risk Take full accountability for missed commitments at the function level
Communication & Escalation Governance

Establish clear escalation, risk management, and communication protocols Ensure

early, transparent communication

of risks, delays, or dependency issues Represent Customer Success status, risks, and outcomes in CXO forums Protect leadership confidence through disciplined expectation management
Customer Outcomes & Business Impact

Own customer retention, renewals, expansion, and overall account health Drive consistent CSAT / NPS and long-term customer value Lead strategic customer escalations and executive engagements Ensure consistent execution of Customer Success processes and playbooks
Cross-Functional Leadership

Partner with Sales, Product, Support, Operations, and Finance at leadership level Translate company strategy into executable CS plans Influence roadmap, policy, and resourcing decisions through data and insight
Leadership Expectations (Non-Negotiable)

No commitment without delivery confidence and internal alignment No surprises -- risks must be escalated early and clearly Accountability for both

results and communication quality

Ownership of leaders and outcomes reporting into the role
This role requires high leadership maturity, sound judgment, and strong execution discipline.

Success Metrics

Predictability and reliability of Customer Success delivery Quality and timeliness of CXO-level communication Customer retention, renewal, and expansion metrics Leadership effectiveness of the Associate Director and CS managers Reduction in escalations caused by preventable communication failures
Experience & Qualifications

8-12+ years

of progressive experience in Customer Success, Account Management, or Customer Experience

3-5+ years

in senior people leadership roles, including managing managers or senior leaders (e.g., Associate Directors) Proven ownership of delivery commitments, escalations, and executive communication Demonstrated ability to operate effectively at CXO and senior leadership levels Experience in

B2B, SaaS, or technology-driven environments

preferred
Education

Bachelor's degree in Engineering, Business, Management, or a related discipline MBA or equivalent postgraduate qualification preferred
Leadership & Behavioral Competencies

Strong ownership mindset with accountability for outcomes and credibility Executive-level communication and stakeholder management skills High standards for commitment discipline and delivery predictability Ability to identify risks early and escalate proactively Structured decision-making in complex and ambiguous situations Ability to influence cross-functional leaders without direct authority
Job Types: Full-time, Permanent

Pay: ₹577,837.31 - ₹2,282,929.11 per year

Benefits:

Cell phone reimbursement Flexible schedule Health insurance Internet reimbursement Leave encashment Provident Fund
Work Location: In person