Director of Customer Success
Location: India (working US Eastern hours)
Reports to: CEO
Team: 8 (CSMs, Onboarding, Support)
Employment Type: Full-time
Why This Role Matters
- Own a core revenue engine, not a support function
- Work directly with the CEO
- Lead an existing team that needs direction—not rebuilding
- Direct impact on scaling to $30M ARR in the next 3 years
The Role
This is not a relationship management role.
This is a revenue ownership role.
You will own Net Revenue Retention (NRR) and build systems that drive:
- Expansion revenue
- Churn reduction
- Measurable customer value
If you don't think in terms of retention %, expansion MRR, and predictable outcomes, this role won't fit.
Success Metrics (Year 1)
- NRR: >110% (Tier A >115%)
- Renewals: >90% of MRR retained
- Expansion Revenue: ≥15% of MRR per quarter
- Churn: Zero avoidable churn
- Health Coverage: 100% accounts scored monthly
- QBRs: 100% coverage for key accounts
- Referenceable Customers: 10% of base
- SLA Compliance: 95%+ adherence
Core Responsibilities
- Lead and coach a team of 8 across CSM, onboarding, and support
- Run weekly CS operating cadence (renewals, expansion, risk accounts)
- Maintain a data-driven customer health model
- Work cross-functionally with Sales and Product
- Build a Customer Advisory Panel across key verticals
- Increase referenceable customers
Reporting:
- Monthly CEO report (NRR, churn, expansion, health)
- Quarterly vertical performance analysis
Key Ownership Areas
1. Retention & Renewals
- Own gross and net revenue retention
- Build structured tracking (Renewal Register + health scores)
- Eliminate renewal surprises
- Personally manage high-risk (Yellow/Red) accounts
- Drive zero avoidable churn
2. Expansion Revenue
- Build a predictable expansion engine across:
- User growth
- Add-on modules
- Multi-entity rollouts
- Maintain Expansion Pipeline/Register
- Drive expansion without sounding like sales
- Partner with Sales on larger deals
3. Onboarding
- Own onboarding for SMB and mid-market
- Drive time-to-first-value as primary KPI
- Enforce go-live readiness standards
- Build strong early engagement (Day 30 / Day 60 checkpoints)
4. Support Operations
- Own SLA adherence across tiers
- Improve response and resolution quality
- Build and maintain Knowledge Base
- Use support insights to improve product and onboarding
What We're Looking For
Experience
- 5+ years in B2B SaaS Customer Success
- 2+ years leading teams
- Proven ownership of:
- NRR
- Expansion revenue
- Churn reduction
- Experience with mid-market customers preferred
- Hands-on with CRM and CS tools
Skills
- Operator mindset — builds systems, not just relationships
- Revenue-focused — treats CS as a growth function
- Strong coach — improves team performance
- Clear, structured communicator
- Proactive risk identification
- Comfortable in a lean, high-ownership setup
Nice to Have
- Experience with ERP/finance tools (NetSuite, QuickBooks, Sage)
- Background in procurement, AP, or fintech SaaS
- Experience building CS processes from scratch
