Job Description: Associate Director – Customer Success

Role Overview

We are looking for an Associate Director of Customer Success to lead our customer success initiatives and play a pivotal role in building and scaling our CS function. This individual will be responsible for people leadership, stakeholder management, and client engagement while ensuring our customers achieve measurable value from our solutions.

Key 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.

Qualifications & Skills

• 8–12 years of experience in Customer Success, Account Management, or related functions, preferably in SaaS/Enterprise solutions.

• Proven experience in managing teams, hiring, and scaling customer-facing functions.

• Strong executive presence with excellent presentation and communication skills.

• Demonstrated ability to influence senior stakeholders and CXOs and deliver revenue targets.

• Problem-solver with the ability to manage ambiguity and think strategically.

• BFSI or analytics/AI domain knowledge is a plus.

Why Join Us?

• Be part of a high-growth AI company transforming the BFSI industry.

• Build and lead a strategic function critical to customer success.

• Opportunity to work closely with CXO-level clients and global enterprises.

• Collaborative culture with autonomy and ownership.