{"id":3289463,"url":"https://alion.io/job/weekday-senior-director","title":"Senior Director","company":{"id":7097,"name":"Weekday","domain":"weekday.works","url":"https://alion.io/company/weekday","size_band":"51-200","is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":81,"open_postings":91,"ghost_share":0,"stale_share":0.978,"repost_share":0,"time_to_fill_p50_days":6,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Legal","role_family":"Legal","seniority":"head","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":34000,"max_usd":73000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":833},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-26T19:42:43Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-10-29T10:12:17Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"'\n: - ( - )\nExperience: 12+ yrs\nLocation: Bengaluru, Karnataka, India\nAs 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.\nRequirements\nDevelop and execute a comprehensive customer success strategy that aligns with corporate objectives and drives retention and expansion.\nLead the design, implementation, and optimization of customer experience programs across all touchpoints, ensuring consistent delight and advocacy.\nDefine and track key performance indicators (KPIs) for customer health, satisfaction, and lifetime value, and use data to inform decision making.\nPartner with product and engineering to translate customer feedback into feature enhancements and roadmap priorities.\nMentor and grow a high-performing customer success organization, fostering a culture of excellence, accountability, and continuous skill development.\nBuild and maintain relationships with senior stakeholders, customers, and partners to champion their needs and amplify success stories.\nOversee the integration and scaling of CX technologies, such as NPS surveys, CSAT tools, and customer journey platforms, to capture real-time sentiment and insights.\nDevelop and deliver executive-level reports and dashboards that illustrate the impact of customer success initiatives on revenue, churn, and product adoption.\nLead crisis management and escalation protocols, ensuring rapid resolution, root-cause analysis, and preventive measures.\nChampion cross-functional collaboration initiatives that break down silos and align the entire organization around customer-centric goals.\n12+ years of progressive leadership experience in customer success, experience, or delight within a fast-moving, technology-driven environment.\nProven track record of building scalable customer success frameworks that have demonstrably increased NPS, renewal rates, and upsell revenue.\nStrong analytical mindset with expertise in deriving insights from customer data and translating them into actionable strategies.\nExceptional communication skills that enable you to articulate complex customer insights to stakeholders at all levels, from executives to front-line teams.\nDemonstrated ability to manage and inspire high-performing, diverse teams across multiple geographies and time zones.\nDeep understanding of modern CX tools, analytics platforms, and workflow automation solutions that enhance customer engagement.\nExperience in defining and managing budgets, resource allocation, and KPI dashboards for a customer success organization.\nPassion for fostering a culture of continuous learning, experimentation, and rapid iteration within the customer success function.\nStrong strategic vision and the ability to translate long-term customer goals into short-term, measurable actions.\nFamiliarity with enterprise SaaS product environments, subscription economics, and the complexities of vertical market customer 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