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.

Associate Director - Customer Success