Director - Customer Success

Location: Mumbai

Zaggle is a B2B2C SaaS FinTech company, digitizing spends to drive growth and unlock value through automated and innovative workflows. Zaggle is a market leader in the space of Spend Management and is one of the few profitable and listed (NSE: ZAGGLE) new age companies in India. We offer to corporates a unified software cum payments platform for the employee expense, benefits, rewards as well as their vendor payments and channel incentives. We are form factor agnostic and offer a variety of payments instruments including corporate credit cards, purchase cards, virtual cards, Prepaid cards, wearables etc issued in partnership with leading banks like Kotak Mahindra Bank, ICICI Bank, Yes Bank, SBI Cards, IndusInd Bank amongst others.

Our platform solutions are sector-agnostic, and our network of corporate customers covers the BFSI, Technology, Healthcare, Manufacturing, FMCG, Infrastructure and Automobile industries, among others. Some of our well-known customers include TATA Steel, Persistent Systems, Toshiba, Inox, Pitney Bowes, Wockhardt, PCBL (RP –Sanjiv Goenka Group) and Greenply Industries to name a few.

Visit us at www.zaggle.in to know more about us!

Role Overview:

As the Head of Customer Success at Zaggle, you will be the driving force behind the growth and retention of our enterprise portfolio. You will lead a pan-India team of Account Managers to ensure our 1,000+ corporate clients are not just satisfied but are actively expanding their footprint within the Zaggle ecosystem.

This is not a traditional support role. We are looking for a Sales-minded Customer Success Leader who can navigate the boardrooms of CHROs and CFOs, identify untapped revenue streams, and mentor a high-performing team to achieve aggressive upsell and cross-sell targets.

Role & Responsibilities:

• Strategic Account Management: Oversee the lifecycle of 1,000+ active/existing corporate accounts (including 20-25% of Enterprise Accounts), ensuring growth in existing user base, by increasing wallet share thereby driving higher business volume of our Employee Benefits & R&R Business.
• Revenue Growth (Upsell/Cross-sell): While he / she will drive revenue for Employee Benefits and R&R business, he / she will also be directly responsible for driving incremental revenue by cross selling CFO-centric products (Utility, Petty Cash, Vendor payments) and CHRO-centric solutions (Device Leasing) to existing clients.
• Leadership & Training: Build, mentor, and standardize the Account Management process for a pan-India team. You will be responsible for raising the bar on how the team engages with clients.
• CXO Engagement: Personally lead high-stakes conversations with CHROs and CFOs of marquee clients to align Zaggle's solutions with their business goals.
• Field Engagement: Travel extensively across India to work on the ground with your team, participate in client reviews, and close complex deals.
• Process Excellence: Implement meticulous tracking systems for account health, renewal cycles, and pipeline management.

Experience:

• 10–15 years in Customer Success, Account Management, or B2B Sales (ideally in SaaS, Fintech, or Banking).
• Sharp negotiation skills, ability to simplify complex Fintech products, and a deep understanding of corporate expense/benefit workflows.
• Proven track record of managing and training distributed teams across multiple geographies.
• Exceptional gravitas; able to command a room of C-suite executives.

Educational Qualification:

• Master's Degree / MBA

Personal Attributes:

• Highly Organized and Self Motivated
• An Achiever DNA—hungry for growth, comfortable with targets, and proactive.
• Excellent presentation, demonstration, communication, and teamwork skills