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Director of Customer Success
About the role
Director of Customer Success at IDCUBE leads the entire CS organization across India, establishing structure, KPIs, and performance frameworks. Drives strategic planning, policy development, and operational excellence to align CS goals with business objectives. Continuously refines processes, implements best practices, and manages ticketing, escalation, and resolution systems. Elevates customer journey, serves as senior escalation point, and partners with Sales, Product, Marketing, and Operations to ensure customer success. Conducts on‑ground visits across India, building relationships with key accounts. Collaborates cross‑functionally with Product, R&D, Sales, Marketing, Supply Chain, and Finance to translate customer insights into product improvements. Leads, mentors, and develops teams, fostering a customer‑centric, performance‑driven culture and clear career paths. Requires 15‑20 years of managerial experience, strong leadership, and operational expertise.
What you’ll do
- Lead CS Department across India, set structure and KPIs.
- Develop strategic plans, policies, procedures to strengthen CS and ops.
- Refine CS processes, identify gaps, deploy best practices.
- Own ticketing, tracking, escalation, resolution frameworks.
- Elevate customer journey, act as senior escalation point.
- Partner with Sales, Product, Marketing, Operations.
- Travel across India, visit customers, spend 1 week per region.
- Collaborate with Product, R&D, Sales, Marketing, Supply Chain, Finance.
- Align CS needs with product releases.
- Lead, mentor, motivate CS, Ops, Support, functional heads.
- Coach, train, develop talent through performance programs.
- Foster customer‑centric, performance‑driven culture.
- Ensure career growth paths and succession planning.