Associate Director Customer Success

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nLocation: Whitefield, Bengaluru, India

nExperience: 7–10 years

nDepartment: Customer Success

nEmployment Type: Full-time

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nIllumine is a leading childcare management platform helping preschools and daycare centers simplify operations, communication, billing, attendance, and learning management. With customers across 50+ countries , we are building technology that enables educators and childcare leaders to focus on what matters most—children.

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nYour Role in Our Story

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nWe are looking for a Associate Director Customer Success to lead our global Customer Success function and build strong, long-term relationships with our customers.

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nYou will own the customer journey across onboarding, adoption, engagement, retention, and renewals.

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nYou will work closely with Sales, Product, Engineering, and Support to ensure customers receive exceptional service and consistently derive value from illumine.

nThis role is ideal for a customer-obsessed leader who can build processes, mentor teams, manage strategic accounts, and create a scalable Customer Success function in a growing SaaS company.

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nKey Responsibilities

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- Lead and manage the Customer Success team across global markets.
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- Own customer onboarding, adoption, engagement, retention, and renewal processes.
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- Build strong relationships with key customers, including center owners, directors, and decision-makers.
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- Establish customer health metrics and proactively identify accounts at risk of churn.
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- Drive customer retention, renewals, upsell, and cross-sell opportunities.
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- Develop and implement Customer Success playbooks, processes, and best practices.
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- Conduct regular business reviews and strategic conversations with key customers.
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- Work closely with Sales to ensure a smooth transition from acquisition to customer success.
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- Collaborate with Product and Engineering to communicate customer feedback and drive product improvements.
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- Partner with Support to ensure timely resolution of customer issues and escalations.
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- Track and report key Customer Success metrics to the leadership team.
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- Build a strong customer advocacy program through testimonials, referrals, case studies, and customer feedback.
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- Coach, mentor, and develop the Customer Success team to deliver consistently high-quality experiences.
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nWe'd Love to See Your Superpowers

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- 7–10 years of experience in Customer Success, Account Management, Client Success, or a similar customer-facing function.
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- 3+ years of experience managing or leading Customer Success/Account Management teams.
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- Experience working with SaaS, EdTech, or technology products .
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- Proven experience managing international or US-based customers.
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- Strong understanding of customer retention, renewals, adoption, and account growth.
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- Excellent communication, relationship-building, and stakeholder management skills.
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- Strong analytical and problem-solving abilities.
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- Experience working with CRM, customer success, support, or analytics tools.
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- Ability to work closely with Sales, Product, Engineering, and Support teams.
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- Strong leadership skills with the ability to build and develop high-performing teams.
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- Customer-first mindset with a solid sense of ownership and accountability.
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nNice to Have

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- Experience in childcare, preschool, EdTech, or vertical SaaS.
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- Experience working in a fast-growing startup or scale-up.
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- Experience managing US customers and working across international time zones.
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nPowered by People, Backed by Perks

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- Competitive compensation
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- Health benefits
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- Collaborative and inclusive workspace
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- High ownership and autonomy
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- Opportunities for growth and leadership
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- Opportunity to make a meaningful impact on childcare and early education globally
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nAt illumine , we don't just build software—we build technology that empowers educators and creates better experiences for children, families, and childcare centers.

📌 Associate Director Customer Success (Bengaluru)
🏢 Illumine
📍 Bengaluru