Director- Customer Success

4 days ago

Noida, Uttar Pradesh, India Trackier Full time ₹ 12,00,000 - ₹ 36,00,000 per year

At Trackier, we're building SaaS (software as a service) products that are used in more than 20+ countries across the world. Over the last 9 years, Trackier has helped create industry standards in Performance Marketing and Mobile Marketing products and have helped brands grow their website conversions through partners by our suite of products across Performance, eCommerce, Mobile.

Trackier is Customisable Performance Marketing Software used by Ad Networks, Agencies and Advertisers to manage publisher relations. The Trackier Performance Marketing Platform enables you to create, automate, measure, and optimize all of your marketing Campaigns, Publishers, and advertisers, creatives and conversions in one place.

Roles and Responsibilities

  • Lead end-to-end customer onboarding including SDK/API integrations, requirement gathering, and implementation validation.
  • Serve as the primary point of contact for clients during onboarding and technical escalations.
  • Build and manage a high-performing team of Customer Success Managers.
  • Conduct product demos, client training, and success planning sessions to drive adoption and time-to-value.
  • Analyze customer data and usage trends to identify optimization and expansion opportunities.
  • Troubleshoot implementation issues and guide customers through technical processes using tools like Postman.
  • Collaborate closely with Product, Engineering, Support, and Account Management teams to resolve issues and share customer insights.
  • Maintain and scale internal and customer-facing documentation and knowledge bases.
  • Continuously improve workflows and processes to enhance operational efficiency and customer experience.
Requirements

  • 9+ years of relevant experience in Customer Success or Technical Account Management at a B2B SaaS startup.

  • B.Tech or equivalent practical experience is mandatory.

  • Proven leadership experience managing and growing CS teams.
  • Strong technical foundation with experience in:
  • REST APIs and API tools (Postman)
  • Google ecosystem: GTM, Google Ads, Google Analytics
  • Attribution methodologies and basic ad tech concepts
  • Troubleshooting SDK/API implementations
  • Familiarity with HTML, CSS, JavaScript, and general SaaS architecture.
Who You Are
  • Fluent in English (written and verbal) with excellent communication and presentation skills.
  • A proactive, solution-oriented leader with a service-first mindset and experience of handeling a strong and experienced team.
  • Detail-oriented with strong organizational skills and the ability to manage multiple priorities.
  • Empathetic, patient, and collaborative in your approach to client relationships.
  • Thrives in a fast-paced, dynamic startup environment with a bias for action.
Benefits
  • Medical Insurance.
  • 5 days working culture.
  • Best in industry salary structure.
  • Sponsored trips.

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