We are seeking an experienced Associate Director of Customer Success to lead and enhance our customer success initiatives. The ideal candidate should have a strong background in Source-to-Pay (S2P) and procurement domain, with a proven track record of driving customer satisfaction (CSAT), NPS, Retention and revenue growth.Job Overview :The Associate Director of Customer Success will be responsible for leading a team that ensures the successful deployment, adoption, and value realization of our solutions. This role will focus on business outcomes, helping clients achieve their goals while also driving customer satisfaction through improved NPS (Net Promoter Score) and CSAT (Customer Satisfaction Score). You will play a critical role in enhancing customer retention, identifying upsell and cross-sell opportunities, and contributing to overall revenue growth. The role involves managing both Technical Account Managers (TAMs) and Customer Success Managers (CSMs), overseeing the technical and business aspects of the customer relationship to ensure long-term success and profitability.
Key Responsibilities: Customer Success Strategy: Develop and implement customer success strategies focused on improving NPS (Net Promoter Score), CSAT, and overall customer health to drive retention and growth. Leadership: Lead, mentor, and grow a high-performing customer success team, fostering a customer-centric culture that focuses on delivering business outcomes. Client Relationship Management: Build strong, long-term relationships with key stakeholders, ensuring customer satisfaction, loyalty, and sustained revenue growth. Domain Expertise: Leverage deep knowledge of S2P/P2P and procurement processes to understand customer needs and deliver tailored solutions that enhance business value. Cross-Functional Collaboration: Partner with Sales, Product, Implementation, and Support teams to ensure seamless customer experiences and identify cross-sell and upsell opportunities. Customer Advocacy: Act as the voice of the customer, providing feedback to internal teams to influence product development and service improvements. Metrics & Reporting: Define and track key customer success metrics, including NPS, CSAT, churn rate, adoption rates, and revenue growth from cross-sell and upsell activities. Account Growth: Identify and execute strategies for cross-selling and upselling to expand account value, contributing directly to the company’s revenue goals.