Director of Customer Success

Location: Mohali (In office)
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