Principal/ Associate Director Customer Success

About the Role:

You will be responsible for providing complete support to the customers for CleverTap on value realization, solution engineering and product adoption with the customer's system, retain and grow CleverTap business by effective customer success management. 

What will you do:

- Understand customer queries or problems.

- Provide a meaningful first response.

- Request appropriate additional information where necessary

- Provide efficient and accurate technical assistance to resolve the customers' problem

- Timely escalation/ handoff to specialist technical teams as necessary.

- Engage with Engineering / Product teams for issues identified as Bugs/ Cloud Ops issues or new feature requests

- Leverage CleverTap and other technologies related documentation as well as Support Knowledgebase

- Accountable for regular creation and updating of support documentation and knowledgebase.

- Adhere to Support Processes and Performance/ Productivity Metrics as may be defined from time to time.

- Will be open to go on a customer call to fix issues quicker

- Assist with product integration, provide solutions to implement Use Case, ensure performance and data sanity.

What we are looking for:

Must Haves:

- Engineering Degree/ MCA with 10-12 years of prior work experience in SaaS platform

- Ready to work in shifts as per requirements of the company

Good To Have:

- Experience in SaaS

- Post-Graduation- MBA – Marketing, PGDM, Diploma courses in Digital Marketing

Measures of Success:

• Retention Rates: Client renewal and churn rates

• Product Adoption: Depth and breadth of platform features utilized by clients.

• ROI Performance: Effectiveness of client campaigns / Engagement executed using our platform

• Client Satisfaction: Measured through Net Promoter Score, Case studies published & feedback

• Expansion: Measured through upsell & cross-sell of our platform

Who you will report to: Senior Director - Customer Success

Why join us

• Contribute to a product backed by 11 technology patents, showcasing industry-leading innovation.

• You are passionate about technology and its impact on the high-growth mobile technology space

• Power personalized engagement at scale, processing over 30 billion events daily and reaching 3+ billion devices worldwide.

• Flourish in an Environment that Nurtures Growth and Curiosity

Learn More

Get to know us better before you apply

Check out our product documentation, blog, and customer stories to see how we work and what we value.

• Clever.AI 

• Blogs

• Redefining Customer Engagement in the AI Era

• TesseractDB

• CleverTap Product Demo

About CleverTap:

CleverTap is the leading all-in-one customer engagement platform, trusted by over 2,000 global brands—including marquee Fortune 500 companies —to deliver personalized experiences at scale. Recognized as a leader in customer engagement by Forrester and Gartner, and ranked among G2's Top 10 Best Software Companies in India, we empower brands to build long-lasting customer relationships.

At the forefront of our innovation is Clever.AI, driving the next wave of AI-powered engagement. With Clever.AI, brands can stay ahead in a rapidly evolving market, creating deeper connections that spark loyalty and growth. Underpinning is TesseractDB, our purpose-built, 11-patent data platform designed for speed and cost efficiency in customer engagement.

Backed by Accel, Peak XV Partners, Tiger Global, CDPQ, and 360 One, CleverTap is headquartered in San Francisco, with offices in Seattle, Toronto, Vancouver, London, São Paulo, Bogota, Mexico, Amsterdam, Sofia, Dubai, Mumbai, Bangalore, Gurgaon, Singapore, Ho Chi Minh City, Manila, and Jakarta.

For more information, visit or follow us on Linkedin and X.

Join us in shaping the future of engagement.

CleverTap is dedicated to establishing an inclusive culture that welcomes individuals from diverse backgrounds, encouraging them to contribute their unique perspectives to our workplace.