About the Role:
As an Associate Director of Customer Success, you will play a crucial role in fostering strong relationships with our clients in Europe & North America, ensuring their ongoing satisfaction and success with our MarTech solutions. You will be responsible for driving value realization and growth for CleverTap. Your primary targets are to retain and expand the CleverTap business by effective Account and Success management.
Your team will be responsible for providing complete support to the customers for CleverTap on value realization, solution engineering and product adoption with the customer's system, retain and grow CleverTap business by effective customer success management. You will provide the leadership and hand-on enablement with the team and customers directly to make this happen.
This will be a night shift role based out of Mumbai, India (Shift timing: 18:30 hrs IST to 03:30 hrs IST)
What you will do:
- Customer Relationship Management: Build and nurture strong, long-lasting relationships with key clients in North America. Together with your team, you will be the main point of contact for clients, understanding their business objectives, and aligning our solutions to meet their needs.
- Account Management: Strategically manage and grow the portfolio of Enterprise accounts, driving upsell and cross-sell opportunities with current customers. Collaborate with the marketing team to develop campaigns and initiatives aimed at increasing customer engagement and product adoption.
- Customer Success Oversight: Develop and implement customer success strategies to maximize client retention and satisfaction.
- Team Management: Lead and mentor a team of Customer Success Managers (CSMs) to ensure high-performance levels. Provide guidance on account management strategies and customer success best practices. Conduct regular team meetings to foster collaboration, share insights, and address challenges.
What we are looking for?
Must haves:
- Engineering Degree / MCA with 10-12 years of prior work experience in SaaS platform
- Ready to work in shifts as per requirements of the company
Good to have:
- Ability to speak fluently in English
- Experience in SaaS
Measures of Success:
- Customer Satisfaction CSAT Score/ Periodic Feedback from customers
- First-time resolution rate
- Adherence to support SLAs
- Quality of response
Who will you report to: Vice President - Customer Success (West)
Why join us?
- Be a part of a global growth stage startup
- Work in a fast-paced, dynamic environment where your contribution matters
- You are passionate about technology and its impact on the high-growth mobile technology space
- Innovate at scale, with learning opportunities
About CleverTap:
CleverTap is the leading all-in-one customer engagement platform that helps brands unlock limitless customer lifetime value. CleverTap is trusted by over 2000 brands like Domino’s, Levis, Jio, Papa John’s, Zomato, Kotak Bank, Jio, Air Asia, Carousell, TD Bank, and Tesco to help build personalized experiences for all their customers. The platform is powered by TesseractDB™ – the world’s first purpose-built database for customer engagement, offering speed and cost efficiency at scale.
Backed by top-tier investors such as Accel, Peak XV Partners, Tiger Global, CDPQ and 360 One, the company is headquartered in San Francisco, with presence across Seattle, London, São Paulo, Bogota, Mexico, Amsterdam, Sofia, Dubai, Mumbai, Bangalore, Singapore, Vietnam, and Jakarta.
If you think you’d be a good fit for this role, we’d love for you to apply!
CleverTap is dedicated to establishing an inclusive culture that welcomes individuals from diverse backgrounds, encouraging them to contribute their unique perspectives to our workplace.
We are committed to cultivating an empowering environment, enabling each of us to reach the peak of our professional careers.
We're excited to showcase what we have to offer!