Director – Customer Success

Minutes to Seconds Pty Ltd

  • Bangalore, Karnataka
  • Permanent
  • Full-time
  • 29 days ago
  • Apply easily
Job Title: Director – Customer SuccessLocation: BengaluruDepartment: Client Servicing / Customer ExperienceType: Strategic Leadership RoleExperience: 12–15 years of experience in customer success, account management, or clientservicing roles (preferably in loyalty, marketing services, SaaS, or Enterprise productimplementation)Job Summary:We are seeking a seasoned and visionary Director – Customer Success to lead our entire Client Servicing function. This is a strategic leadership role responsible for strengthening client relationships, enhancing service delivery, managing the P&L for the CS function, anddriving retention and growth across all programs. The ideal candidate should bring strong business acumen, delivery leadership, and team management skills, with a passion for building long-term partnerships.Key Responsibilities
  • Lead and manage the entire Customer Success function across all verticals and accounts.
  • Define and execute the vision, strategy, and roadmap for the Client Servicing team.
  • Own the P&L for CS – drive profitability, efficiency, and account growth.
  • Build, mentor, and scale a high-performing CS team.
  • Ensure client satisfaction, retention, and program success.
  • Act as the senior escalation point for key accounts.
  • Collaborate with cross-functional teams (Product, Tech, Ops, PMO, Marketing, BD) for smooth execution.
  • Track and report KPIs like CSAT, NPS, TAT, and revenue retention.
  • Drive renewals, upsells, and cross-sell opportunities with the Sales team.
  • Standardize delivery through SOPs and operational frameworks.
  • Channel customer insights to influence product and process improvements.
  • Represent the CS function in leadership discussions and strategic forums.
RequirementsQualifications & Experience
  • 12–18 years of experience in CS, client servicing, or account management.
  • Proven leadership experience in managing and scaling CS teams.
  • Strong grasp of P&L management, budgeting, and forecasting.
  • Preferred background in loyalty marketing, engagement, or SaaS.
  • Excellent at client handling, stakeholder management, and CXO communication.
  • Strategic thinker with strong execution and problem-solving skills.
  • Effective communicator with negotiation and presentation expertise.
  • Comfortable in a high-growth, client-first, fast-paced environment.

Minutes to Seconds Pty Ltd