AD/Director - Customer Success US || SaaS || Bangalore

We are hiring for the role of AD/Director - Customer Success US with a SaaS company based in Bangalore.

We are looking for a Director of Customer Success to lead our global Customer Success function and build strong, long-term relationships with our customers.

You will own the customer journey across onboarding, adoption, engagement, retention, and renewals. You will work closely with Sales, Product, Engineering, and Support to ensure customers receive exceptional service and consistently derive value from illumine.

This role is ideal for a customer-obsessed leader who can build processes, mentor teams, manage strategic accounts, and create a scalable Customer Success function in a growing SaaS company.

Key Responsibilities

• Lead and manage the Customer Success team across global markets.
• Own customer onboarding, adoption, engagement, retention, and renewal processes.
• Build strong relationships with key customers, including center owners, directors, and decision-makers.
• Establish customer health metrics and proactively identify accounts at risk of churn.
• Drive customer retention, renewals, upsell, and cross-sell opportunities.
• Develop and implement Customer Success playbooks, processes, and best practices.
• Conduct regular business reviews and strategic conversations with key customers.
• Work closely with Sales to ensure a smooth transition from acquisition to customer success.
• Collaborate with Product and Engineering to communicate customer feedback and drive product improvements.
• Partner with Support to ensure timely resolution of customer issues and escalations.
• Track and report key Customer Success metrics to the leadership team.
• Build a strong customer advocacy program through testimonials, referrals, case studies, and customer feedback.
• Coach, mentor, and develop the Customer Success team to deliver consistently high-quality experiences.

We'd Love to See Your Superpowers

• 7–10 years of experience in Customer Success, Account Management, Client Success, or a similar customer-facing function.
• 3+ years of experience managing or leading Customer Success/Account Management teams.
• Experience working with SaaS or technology products.
• Proven experience managing international or US-based customers.
• Strong understanding of customer retention, renewals, adoption, and account growth.
• Excellent communication, relationship-building, and stakeholder management skills.
• Strong analytical and problem-solving abilities.
• Experience working with CRM, customer success, support, or analytics tools.
• Ability to work closely with Sales, Product, Engineering, and Support teams.
• Strong leadership skills with the ability to build and develop high-performing teams.
• Customer-first mindset with a strong sense of ownership and accountability.

Nice to Have

• Experience working in a fast-growing startup or scale-up.
• Experience managing US customers and working across international time zones.
• Powered by People, Backed by Perks
• Competitive compensation
• Health benefits
• Collaborative and inclusive workspace
• High ownership and autonomy
• Opportunities for growth and leadership
• Opportunity to make a meaningful impact on childcare and early education globally