Director - Customer Success
- Spyne
- 10 - 15 years
- Noida, Gurugram
- 3 months ago
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Job Description
- Drive client success from onboarding to growth , ensuring seamless transitions across onboarding, adoption, retention, and expansion .
- Define and track key KPIs, including CSAT, retention rate, expansion revenue, and product adoption .
- Act as a strategic advisor , guiding clients to achieve their business objectives through the effective use of our product.
- Enable team to conduct product training sessions and workshops to equip clients with the knowledge to maximize value.
- Collaborate with clients to solve specific use cases , ensuring they leverage the platform effectively.
- Conduct regular check-ins and strategic business reviews to align with client goals and drive engagement.
- Monitor client health metrics to proactively identify risks and opportunities for renewal and expansion .
- Own churn prevention and expansion strategies , ensuring proactive engagement with at-risk accounts.
- Identify and execute upsell/cross-sell opportunities , driving revenue growth within existing accounts.
- Work with the Marketing team to build case studies, testimonials, and referral programs .
- Encourage clients to become brand advocates through reviews, conference participation, and community engagement .
- Gather client insights and pain points , providing structured feedback to the Product team to shape the roadmap.
- Partner with internal teams to optimize client workflows and success playbooks .
- Ensure all client interactions, insights, and engagement activities are documented in the CRM , enabling data-driven decision-making.
What will make you successful in this role?
- Deep Customer Understanding: Develop insights into customer s pain points and workflows.
- Curiosity & Problem-Solving: Conduct discovery calls to understand how clients use Spyne.
- Product Expertise: Confidently demonstrate product capabilities and guide clients through features.
- Customer-Centric Mindset: Build genuine relationships to drive retention and advocacy.
What will a typical quarter at Spyne look like?
At the beginning of each quarter, we will define OKRs (Objectives and Key Results) to guide your focus and measure success.
- Process Improvement: You will collaborate with internal teams to enhance client success workflows, such as developing playbooks for improved product adoption.
- Implementing Best Industry Practices: You will identify and implement industry best practices to enhance our processes, ensuring a more customer-centric approach.
- Owning Revenue Targets: You will be responsible for achieving the teams growth targets, closely tracking progress, and ensuring transparency through well-structured dashboards and reports for clear visibility.
- Renewals: You will own contract renewals, identify upsell opportunities, and work to eliminate churn risks. You will create a mechanism to identify Churn possibilities and fix them proactively.
- Engagement: You will create tailored engagement strategies to enhance client adoption and satisfaction. This includes identifying cross-sell opportunities and conducting business reviews.
- Team Upskilling & Development: You will be responsible for identifying skill gaps and implementing targeted upskilling initiatives to enhance team efficiency and performance.
How will we set you up for Success?
- Industry Insights & Stakeholder Sessions: Engage in in-depth sessions with key stakeholders to understand industry trends, market challenges, client use cases, and the competitive landscape.
- Product Mastery: Gain hands-on experience with our platform to develop a deep understanding of its capabilities and impact.
- Structured Account Management: Access historical client interactions, CRM data, and well-defined playbooks to streamline account strategies.
- Team Collaboration & Shadowing: Participate in call shadowing opportunities to gain firsthand insights into customer needs and engagement strategies.
- Continuous Feedback & Leadership Connects: Regular feedback sessions with key stakeholders and the CEO to refine processes and enhance operational effectiveness.
- Quarterly 1:1 Career Reviews: Engage in structured career development discussions with leadership to align growth opportunities with long-term career aspirations.
What you must have?
- 10+ years of experience in Customer Success, Account Management, or Post-Sales Leadership in B2B SaaS.
- Proven track record of scaling CS teams and driving retention & expansion at $10M+ ARR companies.
- Strong experience managing enterprise & mid-market customer segments globally .
- Deep understanding of AI-driven SaaS products , customer adoption strategies, and success metrics.
- Data-driven mindset with expertise in customer health analytics and revenue forecasting .
- Excellent stakeholder management skills , partnering with Sales, Product, and Marketing teams.
- Ability to work in a high-growth, fast-paced environment and execute at speed.
Job Classification
Industry: InternetFunctional Area / Department: Strategic & Top ManagementRole Category: Top ManagementRole: CTOEmployement Type: Full timeContact Details:
Company: SpyneLocation(s): Noida, Gurugram+ View Contact
Keyskills: Health insurance Career development Process improvement Account management Stakeholder management Forecasting Operations Analytics Automotive CRM
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