Associate Director - Customer Experience

This role is for one of the Weekday's clients

Salary range: Rs 2500000 - Rs 2800000 (ie INR 25- 28 LPA)

Min Experience: 7+ years

Location: Mumbai
JobType: full-time

We are looking for an experienced Associate Director – Customer Experience to lead the success of a portfolio of enterprise customers from both a technical and business perspective. In this role, you will serve as a trusted advisor to strategic accounts, driving customer onboarding, adoption, retention, renewals, and long-term growth while ensuring customers achieve measurable business outcomes.

Beyond customer success, you will own the commercial performance of your accounts, including revenue growth, renewals, expansion opportunities, profitability, and P&L management. Working closely with Sales, Product, Engineering, and Support teams, you will help enterprise customers maximize the value of a modern SaaS platform while contributing directly to business growth.

Key Responsibilities

• Build trusted relationships with enterprise stakeholders by acting as both a strategic business advisor and technical partner.
• Own a portfolio of strategic enterprise accounts, ensuring customer health, adoption, retention, and long-term success.
• Conduct executive business reviews, aligning platform capabilities with customer objectives and identifying growth opportunities.
• Manage account commercials, including renewals, upsell/cross-sell opportunities, profitability, and overall account P&L.
• Partner closely with Sales and Customer Success leadership to increase customer lifetime value.
• Lead customer onboarding and implementation, supporting API integrations, JSON payloads, Postman, and cURL-based workflows.
• Drive platform adoption through health checks, best-practice recommendations, and optimization initiatives.
• Manage technical escalations by troubleshooting issues using logs, monitoring tools, and collaborating with Product and Engineering teams.
• Proactively identify customer risks, develop mitigation strategies, and improve retention.
• Create documentation, troubleshooting guides, implementation playbooks, and root cause analyses (RCAs).
• Act as the voice of the customer by providing actionable product feedback and influencing future roadmap decisions.

Requirements

• 7–9 years of experience in Customer Success, Technical Account Management, Customer Experience, Professional Services, or Enterprise SaaS.
• Proven experience managing enterprise customers and executive-level stakeholders.
• Strong business acumen with experience driving renewals, customer growth, and commercial outcomes.
• Experience owning account profitability, customer lifecycle management, and strategic account planning.
• Strong analytical, problem-solving, and stakeholder management skills.
• Ability to collaborate effectively across Engineering, Product, Sales, and Support teams.
• Excellent communication and project management abilities.

Preferred Qualifications

• Experience with CRM platforms such as Salesforce or HubSpot.
• Working knowledge of SQL/NoSQL databases and enterprise data flows.
• Familiarity with APIs, Kafka, Grafana, Sentry, Postman, and similar technical ecosystems.
• Exposure to Conversational AI, chatbot platforms, or AI-powered customer experience solutions.
• Experience managing enterprise portfolios with revenue ownership.
• Strong documentation and knowledge management skills.

What You'll Bring

• Customer-first mindset with strong commercial awareness.
• Ability to balance technical problem-solving with strategic business consulting.
• Experience identifying account expansion opportunities and driving long-term customer value.
• Strong ownership mentality with a focus on measurable business outcomes.
• Passion for building lasting customer relationships in a fast-paced SaaS environment.

Must-have Skills

• Customer Retention
• Customer Relationship Management (CRM)
• API Testing

Good-to-have Skills

• Salesforce / HubSpot
• SQL / NoSQL
• Conversational AI
• Kafka
• Grafana
• Sentry
• Enterprise SaaS
• Technical Account Management