Associate Director - Customer Success

About the Role:

As an Associate Director of Customer Success, you will play a crucial role in building our customer success team and fostering strong relationships with our clients in Europe, 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.

What will you do:

- Customer Relationship Management:

Build and nurture strong, long-lasting relationships with key clients in Europe.

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 have:

- Overall 6-8 years of experience in a customer facing role or similar & at least 2 years in a leadership role.

- Experience in SaaS 

- Experience in digital/mobile marketing

- Strong communicator in both presenting and writing

- Excellent interpersonal skills

Good to have: 

- Highly consultative approach with savvy business acumen

- Persistence to build relationships where none exists

- Ability to multi-task and prioritize

- Strong technical aptitude and ability to learn

Measures of Success:

- GRR (Gross Retention Rate) & NRR (Net Retention Rate)

- Customer Delight Score (NPS, CSAT)

- Product Adoption & Consumption - breadth and depth

Who will you report to: VP Customer Success

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, 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.

For more information, visit clevertap.com or follow us on:

LinkedIn: https://www.linkedin.com/company/clevertap/

X: https://twitter.com/CleverTap

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!