Customer Success (AVP/AD)

About the Position

Role: Customer Success

Designation: AVP/AD/Director – Customer Success

Experience: 10–15 Years

Location: Gurgaon (Work from Office – 5 Days)

Education: Any full-time bachelor’s degree (MBA preferred but not mandatory)

Industry Type: Technology / SaaS Product / AI-driven platforms

Functional Area: Customer Success / Account Management / Program

Management

Roles & Responsibilities

1. Customer Ownership & Business Accountability

Own a portfolio of enterprise and mid-market clients post onboarding

Act as the single point of contact for all customer-facing interactions

Take end-to-end accountability for customer success, satisfaction, and

retention

2. Adoption & Value Realization

Drive platform adoption across customer teams (sales reps, managers,

leadership)

Track usage metrics, engagement, and business impact

Ensure customers achieve tangible business outcomes (sales uplift,

execution improvement, visibility)

3. Execution & Program Leadership

Lead implementation, rollout, and ongoing execution of customer programs

Coordinate across Product, Tech, Data, and Ops teams

Drive timelines, remove blockers, and ensure delivery commitments are met4. Business Reviews & Strategic Alignment

Conduct weekly/monthly reviews and QBRs with clients

Present structured insights on:

o Platform performance

o Business impact

o Improvement opportunities

Act as a thought partner to clients, not just a relationship manager

5. Retention, Expansion & Risk Management

Own customer retention and renewal outcomes

Identify risks early and take proactive action

Support upsell and expansion opportunities in collaboration with the sales team

team

6. Escalation Ownership & Problem Solving

Handle customer escalations end-to-end with urgency and ownership

Break down complex issues and drive resolution across teams

Maintain trust and transparency during critical situations

7. Customer Feedback & Internal Influence

Act as the voice of the customer internally

Translate feedback into clear, actionable inputs for Product and Tech teams

Contribute to the continuous improvement of the product and delivery

Desired Candidate Profile

Experience

10-15 years of experience in:

o Customer Success / Account Management / Program Management

Preferably from:

o B2B SaaS / Technology / FMCG-tech / SFA / Analytics platforms

Experience managing multiple enterprise or mid-market clients

Core Skills

Strong stakeholder management and client communication skills

Ability to drive execution across cross-functional teams

Strong problem-solving and structured thinking

Comfortable working with data, dashboards, and business metrics

Ability to operate effectively in fast-paced environments

Mindset & Behavioural Fit (Critical for Success)

Extreme Ownership: Takes accountability for outcomes, not just tasks

Bias for Action: Moves fast and drives execution without over-dependence

Operator Mindset: Focuses on solving problems and delivering results, not just managing relationships

Customer + Business Balance: Able to align customer expectations with company priorities

Strong Communication Spine: Can push back constructively and drive alignment with stakeholders

Comfort with Ambiguity: Able to operate in evolving and unstructured environments

Good to Have

Experience working with:

o FMCG clients / retail / distributor ecosystems

o Sales tech / SFA / GTM / analytics platforms

Exposure to global clients or multi-region deployments

What Success Looks Like (6–12 Months)

High customer retention and satisfaction

Strong and consistent platform adoption across accounts

Measurable business impact delivered to clients

Faster resolution of issues and minimal escalations

Identification and conversion of expansion opportunities

Why Join Us

Be part of a high-growth AI SaaS company

Own end-to-end customer outcomes, not just support functions

High ownership, visibility, and career growth

Opportunity to work alongside top professionals in a mission-driven environment.

Engage with leading global brands and contribute to innovative sales solutions.

Participate in wealth creation through an attractive ESOP plan designed for high

performers.