Associate Director – Customer Success
Location: Goa
Join Ginesys as Associate Director – Customer Success to lead customer engagement, business outcomes, and team operations in Goa. This role is dedicated to driving customer and revenue growth, developing high-performing teams, and ensuring seamless, value-led service for retail enterprises.
What You’ll Achieve
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The ideal candidate will leverage strategic business acumen and a strong customer focus to increase
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revenue, optimize adoption, and deliver outstanding customer experiences and retention.
You Will
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Demonstrate high business acumen, understanding client needs and aligning service delivery with revenue growth plans and organizational priorities.
- Develop and execute robust customer success plans, managing onboarding, training, and ongoing support for enterprise clients.
- Proactively identify and address customer challenges, providing solutions and
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recommendations to drive client success and prevent churn.
- Collaborate with cross-functional teams including Sales, Product, and Support to ensure a seamless and unified customer experience.
- Conduct regular business reviews with customers to assess performance, highlight areas for improvement, and identify new expansion opportunities.
- Monitor customer health and usage metrics, responding early to risks and advocating for client needs within internal teams.
- Act as a customer advocate, providing feedback and insights to drive service improvements and influence product enhancements.
- Lead and mentor customer success and support teams to excel in customer delivery and operational excellence.
Stay up-to-date with industry trends and best practices, embedding new techniques and approaches into business processes.
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Essential Requirements
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Master’s degree in Business Management, IT, or Commerce.
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9–15 years’ experience in customer success, service delivery, or operations (preferably within SaaS or retail technology).
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At least 5 years leading teams, with a track record of business growth and customer value delivery.
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Strong interpersonal, analytical, and business development skills.
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Skilled in CRM and customer management platforms.
Desirable Requirements
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Experience with OMS, ERP, or omnichannel retail supply chain platforms.
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Exposure to developing and executing customer success strategies in SaaS environments.
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Proven ability to drive operational improvements, revenue plans, and team engagement.
