Director Of Customer Success

Director of Customer Success

Location: India (working US Eastern hours)

Reports to: CEO

Team: 8 (CSMs, Onboarding, Support)

Employment Type: Full-time

Why This Role Matters

• Own a core revenue engine, not a support function
• Work directly with the CEO
• Lead an existing team that needs direction—not rebuilding
• Direct impact on scaling to $30M ARR in the next 3 years

The Role

• This is not a relationship management role.
• This is a revenue ownership role.
• You will own Net Revenue Retention (NRR) and build systems that drive:

• Expansion revenue
• Churn reduction
• Measurable customer value

If you dont think in terms of retention %, expansion MRR, and predictable outcomes, this role wont fit.

Success Metrics (Year 1)

• NRR: >110% (Tier A >115%)
• Renewals: >90% of MRR retained
• Expansion Revenue: ≥15% of MRR per quarter
• Churn: Zero avoidable churn
• Health Coverage: 100% accounts scored monthly
• QBRs: 100% coverage for key accounts
• Referenceable Customers: 10% of base
• SLA Compliance: 95%+ adherence

Core Responsibilities

• Lead and coach a team of 8 across CSM, onboarding, and support
• Run weekly CS operating cadence (renewals, expansion, risk accounts)
• Maintain a data-driven customer health model
• Work cross-functionally with Sales and Product
• Build a Customer Advisory Panel across key verticals
• Increase referenceable customers

Reporting:

• Monthly CEO report (NRR, churn, expansion, health)
• Quarterly vertical performance analysis

Key Ownership Areas

1. Retention & Renewals

• Own gross and net revenue retention
• Build structured tracking (Renewal Register + health scores)
• Eliminate renewal surprises
• Personally manage high-risk (Yellow/Red) accounts
• Drive zero avoidable churn

2. Expansion Revenue

• Build a predictable expansion engine across:
• User growth
• Add-on modules
• Multi-entity rollouts
• Maintain Expansion Pipeline/Register
• Drive expansion without sounding like sales
• Partner with Sales on larger deals

3. Onboarding

• Own onboarding for SMB and mid-market
• Drive time-to-first-value as primary KPI
• Enforce go-live readiness standards
• Build strong early engagement (Day 30 / Day 60 checkpoints)

4. Support Operations

• Own SLA adherence across tiers
• Improve response and resolution quality
• Build and maintain Knowledge Base
• Use support insights to improve product and onboarding

What Were Looking For

Experience

• 5+ years in B2B SaaS Customer Success
• 2+ years leading teams
• Proven ownership of:
• NRR
• Expansion revenue
• Churn reduction
• Experience with mid-market customers preferred
• Hands-on with CRM and CS tools

Skills

• Operator mindset — builds systems, not just relationships
• Revenue-focused — treats CS as a growth function
• Strong coach — improves team performance
• Clear, structured communicator
• Proactive risk identification
• Comfortable in a lean, high-ownership setup

Nice to Have

• Experience with ERP/finance tools (NetSuite, QuickBooks, Sage)
• Background in procurement, AP, or fintech SaaS
• Experience building CS processes from scratch