Director – Customer Success Managers

5 days ago

Remote, India ORBIT INTERACTIVE Full time ₹ 12,00,000 - ₹ 18,00,000 per year

Job Summary:

We are seeking a highly motivated and strategic Manager – Customer Success Managers to lead, mentor, and grow our team of Customer Success Managers (CSMs). This role is critical in ensuring customer satisfaction, retention, and long-term value realization by overseeing the post-sales customer lifecycle. The ideal candidate will bring strong leadership skills, a customer-centric mindset, and the ability to build scalable success strategies across a growing customer base.

Key Responsibilities:

Team Leadership & Development:

  • Lead, coach, and mentor a team of Customer Success Managers to achieve individual and team KPIs (e.g., retention, expansion, and customer satisfaction).
  • Conduct regular 1:1s, performance reviews, and professional development planning.
  • Establish clear goals, roles, and responsibilities within the team.

Customer Success Strategy & Execution:

  • Design and implement scalable customer success processes across onboarding, adoption, retention, and renewal stages.
  • Ensure consistent delivery of proactive customer success activities, health checks, and business reviews.
  • Champion voice of the customer across product, support, and leadership teams.

Customer Retention & Growth:

  • Drive customer retention and reduce churn by ensuring value delivery and satisfaction.
  • Identify opportunities for upsell and expansion in partnership with Sales and Account Management.
  • Resolve escalations and ensure a strong issue resolution framework is in place.

Cross-Functional Collaboration:

  • Work closely with Sales, Product, Support, Marketing, and other internal stakeholders to enhance the end-to-end customer experience.
  • Provide feedback to Product/Engineering based on customer interactions to support continuous improvement.

Metrics & Reporting:

  • Track and report on key metrics such as Net Promoter Score (NPS), Customer Health Scores, churn rate, and renewals.
  • Provide regular insights and strategic recommendations to leadership based on data-driven analysis.

Required Skills & Qualifications:

  • Bachelor's degree in Business, Communications, or a related field (Master's degree is a plus).
  • 6–10 years of experience in customer success, account management, or client services, with at least 2–3 years in a people management role.
  • You should know your way around performance metrics like ROI, CTR, CPC, engagement rates, etc. Being able to read the numbers and pull insights is crucial.
  • You should be able to spot when there's a chance to grow the account or keep a client on board by showing them value and suggesting smart next steps.
  • You'll often need to present campaign performance or recommend strategy changes, so being confident and clear in those meetings is important.

Tools/applications knowledge

  • Zendesk
  • OMS
  • Excel/ google sheets
  • Dropbox
  • ChatGPT
  • One Drive

Preferred Qualifications:

  • Prior experience building or scaling customer success teams in a startup or growth-stage company.
  • Familiarity with customer health scoring models and predictive retention metrics.
  • Certifications in Customer Success Management, Project Management, or similar (e.g., CSM, PMP).

Job Types: Full-time, Permanent

Pay: Up to ₹1,500,000.00 per year

Benefits:

  • Health insurance
  • Paid sick time
  • Paid time off
  • Provident Fund
  • Work from home

Work Location: Remote

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