Customer Success Lead

Role

Director-Customer Success

Location

Mumbai

About the Role

The Director – Customer Success (New Products & Partnerships) will own the strategic direction, execution, and scaling of partner and customer success initiatives for new products. This role requires strong executive presence, cross-functional leadership, and the ability to manage and develop a team while driving revenue growth, partner health, and long-term business value.

Responsibilities

1. Strategic Leadership & Ownership

• Define and execute the overall partner and customer success strategy for new products, aligned with company growth objectives across regions.
• Serve as a senior escalation point and executive sponsor for strategic partners and enterprise customers.
• Drive adoption, retention, expansion, and revenue growth through structured success frameworks and governance models.

2. Partner & Revenue Growth

• Build and scale strategic relationships with key partners, C-level stakeholders, and enterprise customers to drive mutual business outcomes.
• Own partner lifecycle management including onboarding, enablement, performance management, renewals, up‑sell, and cross‑sell opportunities.
• Partner closely with Sales to influence revenue strategy, forecast accuracy, and long‑term account growth.
• Track and improve key metrics such such as partner health, NRR, churn, adoption, and engagement.

3. Cross‑Functional Collaboration

• Act as the senior liaison between Customer Success, Sales, Product, Engineering, and Operations to ensure partner needs are translated into product and delivery priorities.
• Influence product roadmap decisions using partner insights, usage data, and market feedback.
• Establish scalable processes, tools, and playbooks to support rapid growth and operational excellence.

4. People Leadership & Team Management

• Lead, mentor, and develop a Customer Success and Partner Management team across multiple locations.
• Set clear goals, KPIs, and performance benchmarks; conduct regular reviews and talent development planning.
• Build a high‑performance culture focused on accountability, collaboration, and customer outcomes.
• Drive succession planning and capability building within the team.

5. Reporting & Governance

• Own executive‑level reporting on partner performance, revenue forecasts, risks, and opportunities for senior leadership.
• Establish governance mechanisms, QBRs, and executive reviews with key partners and internal stakeholders.
• Ensure compliance with contractual, commercial, and operational commitments.

What You'd Have?

• 12–15 years of experience in Customer Success, Partner Management, or Business Development, preferably within SaaS / CPaaS organizations.
• Proven experience managing and scaling large, multi‑location teams (10+ members).
• Strong executive presence with experience engaging C‑level stakeholders and enterprise clients.
• Demonstrated success in driving revenue growth, renewals, and expansion through strategic partnerships.
• Deep understanding of customer success metrics, frameworks, and lifecycle management.
• High business acumen with experience across multiple industry verticals and global/regional markets.
• Ability to operate in ambiguity, influence without authority, and drive outcomes in a fast‑paced environment.
• Exceptional communication, presentation, negotiation, and stakeholder management skills.

Why Join Us?

• Impactful Work: Play a pivotal role in safeguarding Karix's assets, data, and reputation in the industry.
• Tremendous Growth Opportunities: Be part of a rapidly growing company in the telecom and CPaaS space, with opportunities for professional development.
• Innovative Environment: Work alongside a world‑class team in a challenging and fun environment, where innovation is celebrated.

Karix is an equal opportunity employer. We champion diversity and are committed to creating an inclusive environment for all employees.