Director - Customer Success

Job description

We're Asia’s fastest growing predictive people analytics company making the voice of 600,000+ employees feel heard and valued with our AI-enabled engagement bot – Amber. Our rapidly growing product is loved by 225+ customers like Myntra, TATA, Samsung, Lenovo and we’re looking to make our next orbital jump to USA with help from a seasoned leader like you.

Having closed our Series A round of $12Mn with Tiger Global and Jungle Ventures and growing 100% YoY for 3+ years, we are poised to build a new category in the global HR tech landscape. Guided by our 6 core values, we’re a 150-player strong team of young, ambitious, and relentless individuals breaking all rules and helping people leaders across the world rewrite the rules of employee engagement.

We are looking for a seasoned customer success leader with a proven track record of successfully leading a customer success management org. to ensure maximum customer satisfaction and loyalty. This key hire should be excited in helping their team build strong customer relations, building a mid to long-term strategy, and helping identify and groom the next set of leaders from within the team.

We believe that a key aspect of innovation is to create a diverse culture where individuals from different fields come together. Example: We have an HR person working in sales, a sales person working in HR" and are looking for cross-functional experts to join our CS team. "HR/ Technology /Consulting/SaaS " preferred!

No. of positions: 1

What will you be doing?

  1. Create and execute a vision and strategy for Success Management, prioritizing product adoption, positive customer experience, and growth via gross renewals and net retention enhancements.

  2. Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement.

  3. Work closely with the account management team to align on retention strategies, renewal forecasting and expansion opportunities.

  4. Reduce churn and drive new business growth through greater advocacy and referenceability.

  5. Address escalated client issues with speed and urgency, to ensure there’s no negative impact on customer experience.

  6. Own a book of business (including your own set of enterprise accounts) to ensure growth and profitability for the organization.

  7. Oversee our India customer success team and guide customer success managers to increase the company’s customer base, retention and engagement.

  8. Design team structure for scale and hire for key positions to develop the function.

Who will you work with?

Sam, Palash, Tanmaya ,Krithi, Deepshikha, and of course the rest of the jovial inFeedo team


  1. Understanding of SaaS products, customers, and market. 

  2. Experience:
    1. Total: 10+ years of total work experience with proven delivery and retention accountability in a customer-facing organization, preferably enterprise technology in customer success

    2. Domain: Specific experience managing large/enterprise customers.

  3. Mentoring: About 3+ years of experience in managing/leading a customer success team

  4. Critical Skills: Excellent communication, presentation, customer calls facilitation, and relationship-building skills. Ability to manage influence through persuasion, negotiation, and consensus-building.

Brownie Points

  1. HRTech Experience

  2. Alignment to our core values

What happens after you apply?

  1. Step 1: Within 15-20 days of your application - which is wholesome, original & expressive - our People Team will reach out to you for a quick chat.

  2. Step 2: Within 4-6 days of chatting with the People Team, you will get a call from someone from your future team to discuss the job role.

  3. Step 3: If all goes well, we’ll welcome you to our office for your future manager to deep dive into the role with you and for you to show off your skills through a small task.

  4. Step 4: After a quick interaction with the People Team, if our vibes match, a tête-à-tête with the founding team follows. If we mutually enjoy the 4 steps, we high-five and jot down the next steps for you to come join us. :)
    At any step, if things don't work out, we proactively send an email. You are welcome to ask for feedback and reapply in the future.
    Note: We’re scaling extremely fast and we’d like to apologize in advance in case there is a delay or miss in this process. It is unintentional.

Our expectations before you click “Apply Now”

At any step, if things don't work out, we proactively send an email. You are welcome to ask for detailed feedback and re-apply in the future. :)

We are an equal-opportunity employer and value diversity at inFeedo. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status, or education.