Director of Customer Success

About the role

The Director of Customer Success owns the strategy and execution of the post-sale customer experience for a growing B2B SaaS company based in India. Day-to-day, the role drives retention, expansion, adoption, and long-term customer value, combining strategic leadership with hands-on engagement in key accounts. The position builds scalable Customer Success frameworks, playbooks, health-scoring processes, and lifecycle standards while leading and developing a growing CS team. This is a fully remote role requiring a schedule that accommodates US East Coast working hours.

What you’ll do

• Own overall Customer Success strategy, retention, and expansion targets, with direct accountability for net revenue retention (NRR) and churn outcomes.
• Drive customer adoption by increasing both the breadth and depth of product usage across accounts.
• Coach, enable, and support the Customer Success team while personally engaging with strategic accounts when additional leadership or intervention is required.
• Lead, develop, and scale the Customer Success organization, including hiring and onboarding future team members.
• Build and continuously refine a scalable Customer Success playbook covering onboarding, adoption, renewal, expansion, and ongoing account management.
• Establish success plans, customer health-scoring frameworks, account management standards, and other processes that improve customer outcomes.
• Partner closely with Sales, Product, Engineering, and other teams to communicate customer needs and represent the voice of the customer.
• Maintain accurate customer health visibility, forecasting, and reporting through HubSpot, Salesforce, or comparable CRM platforms.

What you’ll bring

• Proven experience leading Customer Success within a B2B SaaS environment, including experience managing and developing teams.
• Demonstrated success owning retention and expansion metrics and coaching teams toward consistent performance against business targets.
• Hands-on leadership approach with the ability to personally step into strategic or complex customer situations while continuing to lead effectively through the broader team.
• Experience developing or improving Customer Success processes and playbooks in an early-stage, high-growth, or rapidly evolving environment.
• Strong understanding of the complete customer lifecycle, including onboarding, adoption, renewal, retention, and expansion.
• Consultative mindset with the ability to ask insightful questions, uncover customer challenges, and recommend practical solutions.
• High degree of autonomy, accountability, and initiative, with the ability to identify priorities and take action without extensive direction.
• Strong proficiency with HubSpot, Salesforce, or similar CRM and customer management platforms.

Nice to have

• Experience with customer health-scoring or Customer Success platforms such as Gainsight, Vitally, or similar tools is a plus.
• Familiarity with partner-led or channel-influenced Customer Success models is an advantage.

Skills

Benefits

• Opportunity to shape scalable processes and long-term customer relationship strategies from an early stage.
• Work within a profitable, high-growth organization with strong market momentum.
• High level of ownership, autonomy, and entrepreneurial responsibility.