About the Role

As the Director of Customer Success, you will own the most critical moment in a customer's journey with DialNexa: going live. You will take customers from a signed contract to a fully deployed, working voice agent. You will ensure they see real outcomes and build the systems that make this repeatable as we scale. You will manage a small team and execute alongside them.

What You Will Do
- Own end-to-end customer onboarding from contract sign to voice agent go-live
- Work directly with customers to gather requirements, configure agents, and coordinate with the product and engineering team
- Drive go-live independently without pulling in engineering at every step
- Build onboarding playbooks and SOPs that scale with the team
- Run structured post-go-live reviews to ensure customers are seeing outcomes
- Be the internal voice of the customer to product and engineering
- Manage, mentor, and scale a CS team
- Create a clean handoff process to the revenue team for expansion signals

What We Are Looking For
- 6 to 10 years in Customer Success,



Technical Account Management, or Implementation at a B2B SaaS or AI product company
- Technically fluent: comfortable discussing voice agent configuration, prompt behaviour, telephony setup, and API integrations
- Robust communicator who can command a customer conversation and hold stakeholders accountable
- Prior experience managing or mentoring a team
- Operator mindset: you build a process, you do not wait for it
- Background in CPaaS, conversational AI, EdTech, or BFSI is a strong plus
- Prior experience at Exotel, Yellow.ai, Gupshup, Kaleyra, or Freshworks is highly preferred

THE AI-FIRST REQUIREMENT

Same as everyone we hire at DialNexa, we expect you to use AI tools actively in your day-to-day work. Whether it is analysing usage data, summarising client health, drafting reports, or building internal workflows, we want someone who reaches for AI before they reach for a spreadsheet and does more with less as a r

📌 Director of Customer Success (Bengaluru)
🏢 DialNexa
📍 Bengaluru