Associate Director - Customer Success

Job description

**Location:** Bengaluru **Department:** Customer Success **Experience:** 10–15 years **About LeadSquared** LeadSquared is a high-growth SaaS company that helps organizations drive sales efficiency, automate customer engagement, and deliver exceptional customer experiences. We partner with businesses across industries such as Manufacturing, EdTech, Healthcare, Retail, Logistics, Real Estate, Consumer Services, and Technology to accelerate digital transformation. As a part of Customer Success team, you will lead a team responsible for driving customer outcomes, retention, adoption, renewals, and expansion across a portfolio of enterprise and mid-market customers. **Role Overview** We are looking for an experienced Customer Success leader to lead a high-performing CS organization for our Non-BFSI business. The ideal candidate will have a strong track record of managing customer-facing teams, building scalable customer success processes, driving revenue retention, and partnering with cross-functional teams to maximize customer value. This role requires strategic thinking, operational excellence, and the ability to build long-term executive relationships with customers. **Key Responsibilities** - Lead, mentor, and scale a team of Customer Success Managers. - Own customer health, adoption, retention, and gross/net revenue retention metrics. - Build trusted relationships with CXOs and senior business stakeholders. - Drive customer onboarding, product adoption, value realization, and business outcomes. - Develop account success plans and ensure timely execution. - Partner with Sales, Professional Services, Product, Support, and Marketing to deliver an exceptional customer experience. - Identify expansion opportunities and work closely with the Sales team to drive upsell and cross-sell initiatives. - Drive minimize customer churn. - Establish customer governance through Quarterly Business Reviews (QBRs), Executive Business Reviews (EBRs), and strategic account planning. - Define and improve Customer Success processes, playbooks, and operational metrics. - Monitor customer health indicators and proactively mitigate risks. - Coach leaders and managers while fostering a high-performance, customer-first culture. - Represent the voice of customers internally and influence product roadmap through structured feedback. **Qualifications** - Bachelor's degree in Engineering, Business, or a related field; MBA preferred. - 10–15 years of experience in Customer Success, Account Management, Professional Services, or SaaS customer lifecycle management. - Minimum 4–6 years of people leadership experience managing Customer Success teams. - Experience managing enterprise customers across Non-BFSI industries. - Strong understanding of SaaS business models, customer lifecycle management, and subscription metrics. - Proven experience owning renewals, retention, and customer growth. - Strong stakeholder management with CXO-level customer interactions. - Excellent analytical, presentation, and communication skills. **Success Metrics** - Gross Revenue Retention (GRR) - Net Revenue Retention (NRR) - Customer Health Score - Product Adoption - Renewal Rate - Churn Reduction - Customer Satisfaction (CSAT) - Net Promoter Score (NPS) - Expansion Revenue - Team Engagement and Performance **What You'll Bring** - Customer-first mindset with strong business acumen. - Strategic thinking combined with execution excellence. - Data-driven decision-making. - Strong coaching and leadership capabilities. - Ability to influence without authority across multiple teams. - Excellent problem-solving and conflict-resolution skills. - Passion for building scalable Customer Success organizations. **Why Join LeadSquared?** - Work with one of India's fastest-growing SaaS companies. - Opportunity to lead strategic enterprise customer relationships. - Build and scale a high-impact Customer Success organization. - Collaborate with talented teams across Product, Engineering, Sales, and Marketing. - Fast-paced environment with significant growth and leadership opportunities.