Role :
Director – Customer Success
Reports to :
Senior
VP – Customer Success
Location:
Bangalore
About LeadSquared:
One of the fastest growing SaaS companies in
the CRM space, LeadSquared empowers organizations with the power of automation.
More than 1800+ customers with 2.50 lakhs users across the globe utilize the
LeadSquared platform to automate their sales and marketing processes and run
high velocity sales at scale.
Known for its verticalized, industry-centric
solutions, LeadSquared serves EdTech, Education, Healthcare, BFSI, Real Estate,
Automotive, and Hospitality industries. The company is headquartered in
Bengaluru with a local presence in New Jersey, Philippines, South Africa,
Australia, and Indonesia.
The Role:
At this role, you will lead and scale a global customer success
organization that drives customer outcomes, maximizes retention and expansion,
and builds strong long-term partnerships. You will be responsible for defining
the global customer success strategy, leading teams across regions, and
collaborating closely with Sales, Product, Support, and Marketing to deliver
world-class customer experiences.
Key Responsibilities
:
Strategic Leadership
Define and execute
LeadSquared’s global customer success strategy, ensuring alignment with
company growth, retention, and expansion goals.
Build and
communicate a customer success vision that scales across regions and
market segments (SMB, Mid-Market, Enterprise).
Set global KPIs and
performance frameworks (e.g., churn, Net Revenue Retention (NRR),
adoption, customer health scores) and track progress rigorously.
Team Leadership & Development
Lead, mentor, and
grow a high-performing global team of Customer Success Managers, Success
Operations, and Enablement professionals.
Establish career
paths, coaching frameworks, and performance expectations to develop
world-class talent across time zones.
Promote a culture
of outcome-orientation, collaboration, customer advocacy, and continuous
improvement.
Customer Engagement & Success Delivery
Ensure a
consistent, scalable customer journey from onboarding and adoption to
value realization, renewal, and expansion.
Establish proactive
customer success practices, including executive business reviews, risk
identification, health monitoring, and tailored success plans.
Collaborate with
Sales to support strategic renewals, expansions, and cross-sell
opportunities.
Cross-Functional Collaboration
Embed customer
success insights into Product strategy and roadmap prioritization; partner
with Product and Engineering to ensure customer feedback informs product
enhancements.
Work with Support
and Services teams to improve issue resolution, knowledge sharing,
escalation processes, and customer outcomes.
Collaborate with
Marketing and Sales on references, case studies, best practices, and
thought leadership content.
Operational Excellence
Implement scalable
processes, systems, tools (e.g., CRM, CS platforms like Gainsight), and
reporting dashboards to support a global CS organization.
Drive continuous
improvement in customer onboarding, adoption accelerators, and operational
efficiencies.
Own forecasting and
reporting on customer success metrics to senior leadership.
Customer Advocacy
Represent the voice
of the customer internally and externally; ensure customer feedback is
integrated into company strategy.
Establish customer
advisory boards, reference programs, and advocacy initiatives to amplify
customer success stories globally.
Requirements:
12+ years of
experience in customer success, sales operations, or a related
customer-facing leadership role.
6+ years in a
senior leadership role in Saas industry, managing global or multi-region
customer success teams.
Bachelor’s degree
in Technology, or related field; MBA/Advanced degree preferred.
Proven track record
of driving retention, NRR, customer satisfaction (CSAT), and measurable
business outcomes in a SaaS environment.
Deep understanding
of SaaS business models, customer lifecycle, adoption frameworks, and
success metrics.
Strong operational
and analytical skills with the ability to translate data into action.
Excellent
communication, executive presence, and stakeholder management skills.
Experience working
across diverse regions, time zones, and cultures.
Why Should You Apply?
Opportunity to work
with a high-growth global SaaS company
Opportunity to
shape and scale a global customer success
A culture of
ownership, learning, and innovation
Collaborative,
fast-paced, and learning-driven work environment
Work with a strong
leadership team
Interested?
If this role sounds like you, then apply with
us! You have plenty of room for growth at LeadSquared.
