About the Position

Role: Customer Success

Designation: AVP/AD/Director – Customer Success

Experience: 10–15 Years

Location: Gurgaon (Work from Office – 5 Days)

Education: Any full-time bachelor’s degree (MBA preferred but not mandatory)

Industry Type: Technology / SaaS Product / AI-driven platforms

Functional Area: Customer Success / Account Management / Program

Management

Roles &

- Responsibilities

1.

Customer

Ownership &

- Business Accountability
- Own a portfolio of enterprise and mid-market clients post onboarding
- Act as the single point of contact for all customer-facing interactions
- Take end-to-end accountability for customer success, satisfaction, and retention
- Adoption &
- Value Realization
- Drive platform adoption across customer teams (sales reps, managers,

leadership)

- Track usage metrics, engagement, and business impact
- Ensure customers achieve tangible business outcomes (sales uplift,

execution improvement, visibility)

- Execution &
- Program Leadership
- Lead implementation, rollout, and ongoing execution of customer programs
- Coordinate across Product, Tech, Data, and Ops teams
- Drive timelines, remove blockers, and ensure delivery commitments are met4.

Business

Reviews &

- Strategic Alignment
- Conduct weekly/monthly reviews and QBRs with clients
- Present structured insights on:

o Platform performance o Business impact o Improvement opportunities

- Act as a thought partner to clients, not just a relationship manager
- Retention, Expansion &
- Risk Management
- Own customer retention and renewal outcomes




- Identify risks early and take proactive action
- Support upsell and expansion opportunities in collaboration with the sales team team

6.

Escalation

Ownership &

- Problem Solving
- Handle customer escalations end-to-end with urgency and ownership
- Break down complex issues and drive resolution across teams
- Maintain trust and transparency during critical situations

7.

Customer

Feedback &

- Internal Influence
- Act as the voice of the customer internally
- Translate feedback into clear, actionable inputs for Product and Tech teams
- Contribute to the continuous improvement of the product and delivery

Desired Candidate Profile

Experience

- 10-15 years of experience in:

o Customer Success / Account Management / Program Management

• Preferably from:

o B2B SaaS / Technology / FMCG-tech / SFA / Analytics platforms

- Experience managing multiple enterprise or mid-market clients

Core Skills

- Strong stakeholder management and client communication skills
- Ability to drive execution across cross-functional teams
- Strong problem-solving and structured thinking
- Comfortable working with data, dashboards, and business metrics
- Ability to operate effectively in fast-paced environments

Mindset &





- Behavioural Fit (Critical for Success)
- Extreme Ownership: Takes accountability for outcomes, not just tasks
- Bias for Action: Moves fast and drives execution without over-dependence
- Operator Mindset: Focuses on solving problems and delivering results, not just managing relationships
- Customer Business Balance: Able to align customer expectations with company priorities
- Strong Communication Spine: Can push back constructively and drive alignment with stakeholders
- Comfort with Ambiguity: Able to operate in evolving and unstructured environments

Good to Have

- Experience working with:

o FMCG clients / retail / distributor ecosystems o Sales tech / SFA / GTM / analytics platforms

- Exposure to global clients or multi-region deployments

What Success Looks Like (6–12 Months)

- High customer retention and satisfaction
- Robust and consistent platform adoption across accounts
- Measurable business impact delivered to clients
- Faster resolution of issues and minimal escalations
- Identification and conversion of expansion opportunities

Why Join Us

- Be part of a high-growth AI SaaS company
- Own end-to-end customer outcomes, not just support functions
- High ownership, visibility, and career growth
- Opportunity to work alongside top professionals in a mission-driven environment.
- Engage with leading global brands and contribute to creative sales solutions.
- Participate in wealth creation through an attractive ESOP plan designed for high performers.

📌 Customer Success (AVP/AD) (Gurugram)
🏢 SalesCode.ai
📍 Gurugram