Associate Director

4 weeks ago

Noida, Uttar Pradesh, India Credgenics Full time

At Credgenics, we believe that growth comes from innovation, adaptability, and customer excellence . We embrace new technologies, tackle challenges head-on, and drive consistency in an ever-evolving industry. If you're ready to lead, inspire, and drive customer success , apply today

Role Overview:

As an Associate Director – Customer Success , you will lead a team of Success Managers to drive customer retention, adoption, engagement, and expansion . You will act as a strategic business partner for key accounts, ensuring customers realize maximum value from our platform while identifying growth opportunities through upselling and cross-selling .

What you'll be doing:

Customer Success & Growth Strategy

  • Develop a deep understanding of customer needs and align them with Credgenics' product capabilities and value propositions.
  • Act as a customer advocate , providing insights to product and engineering teams for feature enhancements.
  • Drive key customer success metrics, including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), Advocacy, and Product Adoption .
  • Own and track KPIs related to renewal, adoption, and expansion to ensure predictable business outcomes .
  • Collaborate with Sales to identify and execute upsell and cross-sell opportunities .

Customer Relationship Management

  • Build and nurture C-level relationships to strengthen partnerships and expand Credgenics' footprint .
  • Lead Executive Business Reviews (EBRs) and strategic discussions with senior stakeholders.
  • Develop scalable customer engagement models to accelerate adoption and satisfaction .

Leadership & Team Management

  • Lead, mentor, and manage a team of Customer Success Managers , ensuring they exceed performance metrics.
  • Foster a high-performance and customer-centric culture within the team.
  • Manage key customer escalations and proactively mitigate renewal risks .
  • Drive cross-functional collaboration with Sales, Product, and Support teams to enhance customer experience .

What We're Looking For:

  • 8-12 years of experience in B2B SaaS customer success,

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