Associate Director - Customer Success

ABOUT THE ROLE:

We're looking for an experienced and proactive Associate Director Customer Success to lead client success at Credgenics.

You'll own the strategic relationship for our most important accounts, lead a team of Customer Success Managers, and be accountable for adoption, retention, and expansion across the portfolio.

The ideal candidate combines strong people leadership with a customer-centric mindset and a passion for solving problems using technology.

WHAT YOU WILL DO:

Strategic Client Relationships:

- Own the executive relationship for key clients, acting as the senior escalation point and trusted advisor to their leadership.

- Build and maintain long-term relationships with C-level and senior stakeholders across client organizations.

Team Leadership:

- Lead, coach, and grow a team of Customer Success Managers, setting goals and reviewing performance.

- Establish playbooks, processes, and best practices to scale the Customer Success function.

Adoption and Retention:

- Own portfolio-level retention and adoption targets, aligning client goals with product capabilities.

- Monitor account health across the team's book of business and proactively intervene on at-risk accounts.

Expansion and Revenue Growth:

- Identify and drive upsell and cross-sell opportunities across the client portfolio.

- Partner closely with Sales leadership to maximize revenue opportunities within existing accounts.

Voice of the Customer:

- Represent client needs and feedback to Product and Engineering leadership to shape the roadmap.

- Ensure timely resolution of escalations and high-stakes client issues.

Performance and Risk Management:

- Analyze success metrics (ROI, adoption, NRR/GRR) across the portfolio and report actionable insights to leadership.

- Prepare and deliver executive business reviews demonstrating the value delivered by Credgenics.

- Proactively identify portfolio-level risks and drive mitigation strategies before they escalate.

WHAT WE'RE LOOKING FOR:

- Education: Bachelor's degree in business, finance, technology, or a related field; MBA is a plus.

- Experience: 8-12 years in customer success, account management, or a similar client-facing role in SaaS, fintech, or technology, including experience leading a team.

- Domain exposure: Experience in the banking or NBFC space is a strong plus.

- People leadership: Proven ability to build, coach, and scale a high-performing Customer Success team.

- Executive presence: Exceptional communication, interpersonal, and presentation skills, with comfort operating at C-level.

- Analytical mindset: Strong problem-solving abilities and experience using data and CRM/CS tools to drive decision.