ABOUT THE ROLE

We're looking for an experienced and proactive Associate Director – Customer Success to lead client success at Credgenics. You'll own the strategic relationship for our most important accounts, lead a team of Customer Success Managers, and be accountable for adoption, retention,

and expansion across the portfolio. The ideal candidate combines robust people leadership with a customer-centric mindset and a passion for solving problems using technology. WHAT YOU WILL DO

Strategic Client Relationships

- Own the executive relationship for key clients, acting as the senior escalation point and trusted advisor to their leadership.
- Build and maintain long-term relationships with C-level and senior stakeholders across client organizations.

Team Leadership

- Lead, coach, and grow a team of Customer Success Managers, setting goals and reviewing performance.
- Establish playbooks, processes, and best practices to scale the Customer Success function.

Adoption and Retention

- Own portfolio-level retention and adoption targets, aligning client goals with product capabilities.
- Monitor account health across the team's book of business and proactively intervene on at-risk accounts.

Expansion and Revenue Growth

- Identify and drive upsell and cross-sell opportunities across the client portfolio.




- Partner closely with Sales leadership to maximize revenue opportunities within existing accounts.

Voice of the Customer

- Represent client needs and feedback to Product and Engineering leadership to shape the roadmap.
- Ensure timely resolution of escalations and high-stakes client issues.

Performance and Risk Management

- Analyze success metrics (ROI, adoption, NRR/GRR) across the portfolio and report actionable insights to leadership.
- Prepare and deliver executive business reviews demonstrating the value delivered by Credgenics.
- Proactively identify portfolio-level risks and drive mitigation strategies before they escalate. WHAT WE'RE LOOKING FOR
- Education: Bachelor's degree in business, finance, technology, or a related field; MBA is a plus.
- Experience: 8–12 years in customer success, account management, or a similar client-facing role in SaaS, fintech, or technology, including experience leading a team.
- Domain exposure: Experience in the banking or NBFC space is a strong plus.
- People leadership: Proven ability to build, coach, and scale a high-performing Customer Success team.
- Executive presence: Exceptional communication, interpersonal, and presentation skills, with comfort operating at C-level.
- Analytical mindset: Strong problem-solving abilities and experience using data and CRM/CS tools to drive decisions.

📌 AD - Customer Success (Noida)
🏢 Credgenics
📍 Noida