Director of Customer Success

Location: Mohali (On-site)
Shift: US Business Hours
Experience:10+yr
Employment Type: Full-time

We are seeking an experienced Director of Customer Success to lead and scale our customer operations for a rapidly growing US-based energy services company. This is a strategic leadership role focused on building customer success processes, driving retention, and delivering an exceptional end-to-end customer experience.

Key Responsibilities:

- Design and optimize the customer journey from onboarding through long-term service.
- Build customer communication frameworks across voice, email, SMS, and chat channels.
- Establish escalation, resolution, and service-level management processes.
- Lead, mentor, and scale Customer Success, Support, and QA teams.
- Drive customer retention, renewals, referrals, and overall customer satisfaction.
- Define KPIs, build dashboards, and present business insights to leadership.
- Collaborate with Sales, Operations, and Finance to improve the customer experience.
- Required Skills & Experience:





- 610 years of experience in Customer Success, Customer Experience, Customer Operations, or Contact Center Operations.
- Minimum 3–4 years of team leadership experience.
- Robust exposure to US/UK customer operations.
- Excellent verbal and written English communication skills.
- Experience building customer processes, programs, or teams from scratch.
- Strong analytical mindset with expertise in KPI management and reporting.
- Hands-on experience with CRM, helpdesk, ticketing, and customer engagement platforms.
- Preferred:

- Experience in Solar, Energy, EV Charging, Electrical Services, or Field Service Operations.
- Exposure to customer retention, lifecycle management, and service delivery functions.
- If you have successfully built and scaled customer success functions and are passionate about creating world-class customer experiences, we'd love to hear from you.

📌 Director of Customer Success (Punjab)
🏢 Lytegen
📍 Punjab