Senior Director

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: - ( - )

Experience: 12+ yrs

Location: Bengaluru, Karnataka, India

As a Senior Director, you will spearhead the strategy and execution of customer success, experience, and delight initiatives, ensuring that every touchpoint drives maximum value and long-term loyalty for our global customer base. You will lead cross-functional teams, collaborate with product, sales, and marketing, and act as the advocate for the customer voice within the organization. Your role will blend analytical rigor with a passion for service excellence, guiding the development of scalable processes, metrics, and technology solutions that elevate the overall customer journey. By cultivating a culture of continuous improvement and proactive engagement, you will translate customer insights into actionable business outcomes that fuel growth and reinforce our market leadership.

Requirements

• Develop and execute a comprehensive customer success strategy that aligns with corporate objectives and drives retention and expansion.
• Lead the design, implementation, and optimization of customer experience programs across all touchpoints, ensuring consistent delight and advocacy.
• Define and track key performance indicators (KPIs) for customer health, satisfaction, and lifetime value, and use data to inform decision making.
• Partner with product and engineering to translate customer feedback into feature enhancements and roadmap priorities.
• Mentor and grow a high-performing customer success organization, fostering a culture of excellence, accountability, and continuous skill development.
• Build and maintain relationships with senior stakeholders, customers, and partners to champion their needs and amplify success stories.
• Oversee the integration and scaling of CX technologies, such as NPS surveys, CSAT tools, and customer journey platforms, to capture real-time sentiment and insights.
• Develop and deliver executive-level reports and dashboards that illustrate the impact of customer success initiatives on revenue, churn, and product adoption.
• Lead crisis management and escalation protocols, ensuring rapid resolution, root-cause analysis, and preventive measures.
• Champion cross-functional collaboration initiatives that break down silos and align the entire organization around customer-centric goals.
• 12+ years of progressive leadership experience in customer success, experience, or delight within a fast-moving, technology-driven environment.
• Proven track record of building scalable customer success frameworks that have demonstrably increased NPS, renewal rates, and upsell revenue.
• Strong analytical mindset with expertise in deriving insights from customer data and translating them into actionable strategies.
• Exceptional communication skills that enable you to articulate complex customer insights to stakeholders at all levels, from executives to front-line teams.
• Demonstrated ability to manage and inspire high-performing, diverse teams across multiple geographies and time zones.
• Deep understanding of modern CX tools, analytics platforms, and workflow automation solutions that enhance customer engagement.
• Experience in defining and managing budgets, resource allocation, and KPI dashboards for a customer success organization.
• Passion for fostering a culture of continuous learning, experimentation, and rapid iteration within the customer success function.
• Strong strategic vision and the ability to translate long-term customer goals into short-term, measurable actions.
• Familiarity with enterprise SaaS product environments, subscription economics, and the complexities of vertical market customer relationships.