ABOUT THE ROLE

We're looking for an experienced and proactive Associate Director – Customer Success to lead client success at Credgenics. You'll own the

strategic relationship for our most important accounts, lead a team of Customer Success Managers, and be accountable for adoption, retention,

and expansion across the portfolio. The ideal candidate combines strong people leadership with a customer-centric mindset and a passion for

solving problems using technology.

WHAT YOU WILL DO

Strategic Client Relationships

• Own the executive relationship for key clients, acting as the senior escalation point and trusted advisor to their leadership.

• Build and maintain long-term relationships with C-level and senior stakeholders across client organizations.

Team Leadership

• Lead, coach, and grow a team of Customer Success Managers, setting goals and reviewing performance.

• Establish playbooks, processes, and best practices to scale the Customer Success function.

Adoption and Retention

• Own portfolio-level retention and adoption targets, aligning client goals with product capabilities.

• Monitor account health across the team's book of business and proactively intervene on at-risk accounts.

Expansion and Revenue Growth

• Identify and drive upsell and cross-sell opportunities across the client portfolio.

• Partner closely with Sales leadership to maximize revenue opportunities within existing accounts.

Voice of the Customer

• Represent client needs and feedback to Product and Engineering leadership to shape the roadmap.

• Ensure timely resolution of escalations and high-stakes client issues.

Performance and Risk Management

• Analyze success metrics (ROI, adoption, NRR/GRR) across the portfolio and report actionable insights to leadership.

• Prepare and deliver executive business reviews demonstrating the value delivered by Credgenics.

• Proactively identify portfolio-level risks and drive mitigation strategies before they escalate.

WHAT WE'RE LOOKING FOR

• Education: Bachelor's degree in business, finance, technology, or a related field; MBA is a plus.

• Experience: 8–12 years in customer success, account management, or a similar client-facing role in SaaS, fintech, or technology, including

experience leading a team.

• Domain exposure: Experience in the banking or NBFC space is a strong plus.

• People leadership: Proven ability to build, coach, and scale a high-performing Customer Success team.

• Executive presence: Exceptional communication, interpersonal, and presentation skills, with comfort operating at C-level.

• Analytical mindset: Strong problem-solving abilities and experience using data and CRM/CS tools to drive decisions.