Associate Director

2 days ago

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

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, account management, product management, or strategic consulting
    , with at least
    2 years in a leadership role
    .
  • Proven track record of
    driving customer retention, adoption, and expansion
    in the
    Indian BFSI segment
    .
  • Ability to
    engage senior executives, lead strategic business reviews, and influence key decision-makers
    .
  • Experience with
    customer success platforms, CRM software, and data-driven customer engagement models
    .
  • Strong
    executive communication, negotiation, and presentation skills
    .

Why Join Us?

At Credgenics, we prioritize our people. We offer
competitive benefits
across health, family, professional growth, and relocation support.

We believe in a workplace that represents
diversity, inclusion, and equal opportunity
. No judgments—just passion, innovation, and the drive to be part of one of the
fastest-growing startups in an exciting space
.

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