Director of Customer Success

Job Title:
Director of Customer Success

Location:
Baner, Pune

About Us:

Truein is a fast-growing B2B SaaS company offering Attendance and Workforce Management solutions for contractual and distributed teams. With 500+ customers worldwide, we are trusted by leading businesses to simplify time tracking, plug leakages, and drive efficiency.

Our mission is to bring transparency and control to the time & attendance process through Face Recognition and AI-driven technology. Backed by strategic investors and powered by a high-potential team of 40+ members, Truein is scaling rapidly and making a strong impact in its space.

Our Culture:

At Truein, we genuinely care about every member we hire. You'll learn new things regardless of your experience level. We strongly believe in creating value for all stakeholders - our employees, customers, and investors. We foster ownership, and have a dynamic, fun and vibrant startup culture.

Role Overview:

We're looking for a
Director of Customer Success
to lead Truein's Customer Success function across enterprise relationships, solutioning, escalations, and strategic account management. This is a strategic role requiring strong leadership, operational thinking, and the ability to guide both Key Account Managers and the Product Support Team (PST) to deliver a seamless customer experience.

You will be the main escalation point across product, requirements, billing, and commercial matters. You will also work closely with Sales to support enterprise evaluations, solutioning, and expansion opportunities. This role focuses on high-impact, high-value responsibilities that directly influence customer retention, revenue growth, and overall business success as Truein scales.

What You'll Do

• Lead and manage the CS function end-to-end across onboarding, adoption, retention, and growth.
• Oversee and mentor the Key Account Managers (KAM) team, strengthening enterprise relationships and driving renewals & account growth.
• Provide managerial oversight to the Product Support Team (PST), ensuring SLAs, quality, and technical issue resolution without getting into day-to-day operations.
• Work closely with Sales during enterprise evaluations, demos, and scoping discussions and act as solution expert for enterprise requirements and complex use cases
• Own escalations end-to-end, ensuring structured communication and timely resolution for high-impact customer issues.
• Own relationships with Truein's most strategic enterprise accounts
• Work closely with Engineering, Product, and Sales leaders for high-impact issues.
• Own trial-to-paid conversions through proactive engagement and process improvements.
• Conduct regular reviews and coaching sessions with senior KAMs and support leads.
• Represent customer voice internally and influence product roadmap decisions.

Must Have

• 8–12 years of experience in Customer Success, Account Management, or Product Management in a customer-facing role within a B2B SaaS company.
• Proven experience leading customer-facing teams, especially Key Account Managers and Product Support teams.
• Strong track record managing large enterprise accounts and driving complex solutioning.
• Deep understanding of escalations, customer lifecycle management, and enterprise stakeholder engagement.
• Excellent communication, problem-solving, and leadership skills.
• Experience working cross-functionally with Product, Engineering, Sales, and Support.
• Strong analytical mindset with the ability to drive data-led decisions.
• Ability to thrive in a fast-paced, high-ownership startup environment.
• High empathy for customers with a strong focus on outcomes and growth.
• Result-oriented mindset with excellent attention to detail.

Good to Have

• Experience in HR-tech, workforce management, or other B2B SaaS domains.
• Experience building CS processes, playbooks, dashboards, or health score models.

Why You'll Love This Role

• High ownership with direct influence on product, customer experience, and revenue outcomes.
• Lead and shape the CS function of a fast-scaling SaaS company.
• Collaborate closely with founders and cross-functional leaders.
• Opportunity to drive impact, build teams, and scale the function end-to-end.
• Competitive compensation, autonomy, and rapid growth potential.

Truein is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.