Role: Director-Customer Success
Location: Mumbai
About the Role: The Director Customer Success (New Products & Partnerships) will own the strategic direction, execution, and scaling of partner and customer success initiatives for new products. This role requires strong executive presence, cross-functional leadership, and the ability to manage and develop a team while driving revenue growth, partner health, and long-term business value.
What you'll be Responsible for
1-Strategic Leadership & Ownership
- Define and execute the overall partner and customer success strategy for new products, aligned with company growth objectives across regions.
- Serve as a senior escalation point and executive sponsor for strategic partners and enterprise customers.
- Drive adoption, retention, expansion, and revenue growth through structured success frameworks and governance models.
2-Partner & Revenue Growth
- Build and scale strategic relationships with key partners, C-level stakeholders, and enterprise customers to drive mutual business outcomes.
- Own partner lifecycle management including onboarding, enablement, performance management, renewals, up-sell, and cross-sell opportunities.
- Partner closely with Sales to influence revenue strategy, forecast accuracy, and long-term account growth.
- Track and improve key metrics such as partner health, NRR, churn, adoption, and engagement.
3-Cross-Functional Collaboration
- Act as the senior liaison between Customer Success, Sales, Product, Engineering, and Operations to ensure partner needs are translated into product and delivery priorities.
- Influence product roadmap decisions using partner insights, usage data, and market feedback.
- Establish scalable processes, tools, and playbooks to support rapid growth and operational excellence.
4-People Leadership & Team Management
- Lead, mentor, and develop a Customer Success and Partner Management team across multiple locations.
- Set clear goals, KPIs, and performance benchmarks; conduct regular reviews and talent development planning.
- Build a high-performance culture focused on accountability, collaboration, and customer outcomes.
- Drive succession planning and capability building within the team.
5-Reporting & Governance
- Own executive-level reporting on partner performance, revenue forecasts, risks, and opportunities for senior leadership.
- Establish governance mechanisms, QBRs, and executive reviews with key partners and internal stakeholders.
- Ensure compliance with contractual, commercial, and operational commitments.
What You'd have
- 1215 years of experience in Customer Success, Partner Management, or Business Development, preferably within SaaS / CPaaS organizations.
- Proven experience managing and scaling large, multi-location teams (10+ members).
- Strong executive presence with experience engaging C-level stakeholders and enterprise clients.
- Demonstrated success in driving revenue growth, renewals, and expansion through strategic partnerships.
- Deep understanding of customer success metrics, frameworks, and lifecycle management.
- High business acumen with experience across multiple industry verticals and global/regional markets.
- Ability to operate in ambiguity, influence without authority, and drive outcomes in a fast-paced environment.
- Exceptional communication, presentation, negotiation, and stakeholder management skills.
Why join us
Impactful Work: Play a pivotal role in safeguarding Karix's assets, data, and reputation in the industry.
Tremendous Growth Opportunities: Be part of a rapidly growing company in the telecom and CPaaS space, with opportunities for professional development.
Innovative Environment: Work alongside a world-class team in a challenging and fun environment, where innovation is celebrated.
Karix is an equal opportunity employer. We champion diversity and are committed to creating an inclusive environment for all employees
