Director / Senior Director – Customer Success

Who are we?

IDfy is Asia's leading TrustStack, trusted by the best. With global expertise and enterprise-grade tech, we're solving trust challenges, making compliance easy, fraud detection smarter, and onboarding seamless.

IDfy builds mission-critical SaaS products that power identity verification, background screening, and fraud prevention for the world's most trusted companies. With over 300 million verified profiles, IDfy has 1,300+ clients globally. IDfy's three platforms—OnboardIQ, OneRisk, and Privy—come together to form one seamless solution enabling trust.

We are seeking a high-impact Director / Senior Director – Customer Success to lead and scale our entire Customer Success organization across India. In this executive leadership role, you will hold overall P&L; and net retention responsibility for IDfy’s largest account portfolios, build and mentor a multi-tiered CS organization, drive C-suite relationships across top enterprise clients, and serve as the strategic voice of the customer at the executive board level.

Here's what your day would look like...

- Heading the Customer Success Function: Setting the strategic vision, operating rhythm, account governance, and execution standards for the Customer Success function.

- Driving Portfolio P&L; & Revenue Retention: Owning top-line organic growth targets, overall Net Revenue Retention (NRR), gross retention, and expanding account footprints through executive-level upsell and cross-sell strategies.

- Orchestrating Executive QBRs & Boardroom Engagement: Leading strategic Quarterly Business Reviews (QBRs) and executive outcome discussions with client C-suite stakeholders—presenting macro-level ROI, industry trends, and multi-year transformation roadmaps.

- C-Suite Relationship Building: Building trusted, consultative 1:1 partnerships with CXOs, IT/Ops heads, and leaders across enterprise clients,



and strategic partners.

- Account Governance & Risk Mitigation: Establishing enterprise-grade account health frameworks to proactively anticipate portfolio risks, eliminate systemic delivery friction, and prevent revenue churn.

- Team Leadership, Scale & Mentorship: Building, leading, and mentoring a high-performing CS leadership team—setting clear performance outcomes, driving operational excellence, and fostering a culture of ownership and accountability.

- Championing Industry Best Practices: Institutionalizing customer-centric playbooks, value-realization frameworks, and customer education initiatives across the entire CS organization.

- Executive Advocacy & Internal Influence: Serving as the ultimate voice of the customer at IDfy's leadership table—influencing product roadmaps, engineering priorities, and go-to-market strategies to align with evolving enterprise demands.

We are the perfect match if you...
- Have 15+ years of progressive experience in Customer Success, Account Management, or Client Engagement leadership—with proven experience heading large Customer Success or Client Delivery functions.

- Possess solid commercial and financial acumen with overall accountability for driving multi-million dollar organic revenue expansion, gross margin health, and high retention rates.

- Have a track record of leading, structuring, and scaling multi-tiered Customer Success organizations through hyper-growth stages.





- Demonstrate executive-level business communication and C-suite presence—capable of leading strategic boardroom discussions, negotiating enterprise commitments, and presenting data-backed growth recommendations.

- Are experienced in running high-stakes Executive Business Reviews (QBRs/EBRs), aligning platform capabilities with client CXO agendas, and structuring long-term strategic partnerships.

- Are an executive self-starter with an entrepreneurial mindset, capable of taking end-to-end ownership of organizational processes, culture, and business outcomes.

- Possess the ability to structure and drive complex, multi-stakeholder enterprise programs by setting clear milestones, tracking execution rigor, and ensuring clients achieve their strategic business goals.

- Move organizational priorities forward through credibility, clarity, and cross-functional collaboration across Product, Engineering, Sales, and Executive Leadership.

IDfy is building the foundational layer of trust for the modern world, providing the essential infrastructure that global businesses, from digital banks to e-commerce giants, rely on to operate securely.

Our unified, AI-powered TrustStack integrates three core platforms; OnboardIQ, OneRisk, and Privy, to ensure that customer onboarding is secure, risk management is smarter, and privacy compliance is effortless, with a proven track record of processing over 200 million unique verifications annually.

IDfy has established itself as a dominant force in Southeast Asia, anking amongst the top players in the Philippines and expanding rapidly across Indonesia and Singapore. Our momentum continues to build with a strong, growing presence in the UAE and an active roadmap for entry into Australia.

From opening a bank account to securing a new job, IDfy ensures every interaction is backed by verified trust, empowering businesses to unlock global growth with absolute confidence.

📌 Senior Director - Customer Success (Mumbai)
🏢 IDfy
📍 Mumbai