Director - Customer Services - SaaS

Experience : 12-14 Years

Company Overview:

MPS Limited, with 55 years of relevant experience with major publishers worldwide, helps you navigate this new market with high-quality solutions designed to transform and enrich your content for print, online and mobile media.

We handle everything from the production of your book, journal or magazine right through to subscription management and BPO services.

Our expertise spans digital publishing, application and technology services, engaging and interactive media platforms, creative design capabilities and customer services for educational, academic, and directory publishers.

Reduce your production times and rationalize costs, while MPS meets the high levels of quality that your customers expect.

MPS' innovative and technology-driven approach also helps publishers shape their digital strategies in order to grow and develop their business by taking advantage of the new opportunities presented by digital media, from eBooks to eLearning.

MPS operates globally through its offices in North America, Europe, Canada, UAE, and India.

Our 3,000+ employees work to deliver flawless products and services to our clients worldwide across five main areas: digital publishing solutions, technology solutions, creative and interactive solutions, book and journal publishing solutions and 360-degree customer service solutions.

For more information, please visit www.mpslimited.com

Role Overview:

Role Title: Director - Customer Services (SaaS)

Job Location: Noida

Director - Customer Success will serve as the primary strategic and operational bridge between external clients and internal delivery teams.

Combining strong project management expertise with high-touch client handling, this role focuses on end-to-end client engagement - from managing product implementation projects to leading post-implementation customer support and account success.

The ideal candidate brings a proven track record in B2B SaaS, a customer-first mindset to ensure seamless project delivery, high client satisfaction, strong retention, and operational excellence across all customer touchpoints.

Key Responsibilities:

- Act as the executive point of contact and trusted advisor for strategic clients, managing day-to-day client relationships, expectations, and communication.

- Oversee the end-to-end project management lifecycle for client implementations, ensuring milestones are delivered on time, within scope, and aligned with client business objectives.

- Build and lead a dedicated post-implementation customer support strategy, establishing robust SLA governance, incident management processes, and resolution protocols.

- Drive customer success metrics, including client retention, satisfaction (NPS/CSAT), account health, and ongoing product adoption.

- Facilitate Agile ceremonies and project delivery workflows (Scrum/Kanban) across client-facing and technical teams to ensure alignment on deliverables.

- Conduct regular Quarterly Business Reviews (QBRs) and project status meetings with key client stakeholders and internal executive leadership.

- Manage client escalations, risk mitigation, and conflict resolution with a calm, solution-oriented approach.

Qualifications & Experience:

- Bachelor's or Master's degree in Computer Science, Business Administration, Communications, Management, or a related field.

- 12+ years of total professional experience, with a proven track record in Client Engagement, Customer Success Management, and Project Delivery in a B2B product/services environment.

- Strong background in leading post-implementation support operations and managing ongoing client service delivery.

- Practical expertise in Agile project management frameworks, release management, and project tracking tools (Jira, Confluence, Gainsight, Salesforce, Zendesk, or similar platforms).

- Relevant certifications in Project Management (PMP, CSM) or Customer Success frameworks are highly desirable.

- Exceptional interpersonal, negotiation, and presentation skills with demonstrated success managing enterprise-level clients.

- Strong strategic problem-solving abilities focused on driving long-term client value and operational reliability.