- Join the founding team of a well-funded SaaS startup to become the pillar of Customer Success.

- Senior Leadership position within a global team.

- Competitive compensation & benefits.

Our client can efficiently, and securely shift a company's IT operations management to remote work and SaaS-centric design and operation without replacing any of the hardware and software currently in use. Its core technology is "orchestration," which is the ability to manage and operate multiple different management software and SaaS products, automate operations and management, and enhance security.

The number of SaaS contracts and accounts has increased so much that it has become necessary to manage the permissions of each account individually on every dashboard. The more the number of employees increases, the more difficult it becomes to manage them. The number of subsidiaries continues to increase, and each subsidiary has its own IAM (Identity Access Manager, GWS, Azure AD), making it impossible to manage the entire HQ. Our client enables HQ to centrally manage and administer disparate IAMs, SaaS, MDM, and SSOs that are contracted by multiple subsidiaries.

The Job

As the VP/ Director of Customer Success, you will work directly with the CEO to be the voice of the customers and ensure high degree of customer satisfaction and retention leading to maximum amount of renewals and lowest churn rate.

Your Responsibilities will include :

- Building strong client relationships by ensuring the customers derive maximum value from the product and providing them with ongoing support as well as regular sharing of best practices, insights, and product knowledge.

- Partnering with the sales team to ensure that new customers are onboarded successfully and ensuring their continuous engagement while also identifying opportunities across the customer lifecycle to increase customer satisfaction and revenue.

- Building strong product expertise and providing training & ongoing support as required.

- Acting as the Chief voice of the customers and proactively advocating customer feedback and requests.

- Ensuring customer retention and customer loyalty while reducing churn, increasing renewals, and ensuring a high NPS score.

- Closely collaborating with Business, Sales and Product Teams to balance between customer and company goals.

- You have 10+ years of customer success experience within a B2B set up ideally within the tech (Software/ SaaS/ Cloud) industry.

- You have strong leadership skills with experience building high-performing teams ground up and guiding them towards a disciplined execution of sales plans.

- You possess a strong business acumen and have an analytical mindset with a problem solving aptitude.

- You are a strong networker & relationship builder who can work well in fast paced environments.

- You are passionate about technology and possess a customer centric mindset that is focussed on delivering good experiences.

Ideal Candidate

Skills Required:

- You have 15+ years of solid customer success experience within a B2B setup ideally within the tech (Software/ SaaS/ Cloud) industry with experience dealing with customers across geographies.

- You have prior experience in scaling and leading high performing customer success teams across at least 2 of the following regions (all 3 would be a plus) APAC, EMEA and US.

- You are an empathetic, customer centric individual with strong relationship-building skills.

- You are a structured individual with a strong understanding of the SaaS environment.

- You have the ability to work in a fast-paced environment.

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