Director - Customer Success Strategy & Operations

Reporting to the Chief Customer Officer, the Director of CS Strategy and Operations is an important role in the customer success organization. This role is broadly responsible for strategic initiatives and operations spanning across customer onboarding, customer success and customer support. 

What you will do: 

- Own and drive strategic initiatives of the CS org in collaboration with all relevant stakeholders

- Accountability for forecast, business intelligence and reporting - identify opportunities for growth and minimize risks

- Create and maintain comprehensive business and KPI dashboards that allow us to measure, monitor and achieve goals across different CS teams

- Enable customer marketing, field and content initiatives to empower customers and increase product adoption at scale

- Collaborate with the product and engineering teams on prioritization and tracking of customer feature and other tech requests, adoption and knowledge base

- Review, design and execute improvements to the employee enablement process; find knowledge and skill gaps and address them

- Develop, maintain and execute on the customer success variable compensation plan 

- Administer, maintain and evolve key customer success business applications that allow us to enhance customer value and experience

- Responsible for all detailed analysis and reports touching different aspects of the business and customer experience

- Improve current processes and optimize procedures for efficiency and productivity

- Enhance CleverTap’s positioning as a thought leader in the customer success space

- B Tech and MBA from top tier university 

- 10+ years of relevant experience in managing operations, preferably sales or customer success operations

- Experience in SaaS industry/ management consulting preferred

- Experience of working in an analytically intensive role

- Experience with Salesforce and any customer success platform preferred

- Analytical and Problem Solving Skills: This role requires extreme comfort in handling complex business data and synthesizing it into actionable recommendations. 

- Persuasive Skills: Ability to influence customer success leaders and advise them on the basis of  data is an important prerequisite for the role.

- Collaboration: This role requires extensive collaboration with stakeholders and so the ability to collaborate is an important requirement.

- Communication: Excellent written and verbal communication skills

Measures of Success:

- Retention Rate

- Net Promoter Score

- Product Adoption

- Employee Productivity

- 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

- Be a part of a global category creator - hyper growth B2B SaaS startup

- Work in a fast-paced, dynamic environment where your contribution matters

- Work, performance and results are real sources of happiness in addition to the fun of working with and celebrating success with an exceptionally talented team

- Accountability and driving outcomes is the key to success

- Your career here is limited by you and nothing else

- Teamwork trumps individual success

- You are passionate about experience technology and its impact on enabling  growth 

- Innovate at scale, with learning opportunities and having fun along the way!

We are a team of Growth Pilots where everyone works together towards a common objective

P : Act with First Principles

I : Take Initiative 

L : Seek to Learn

O : Take Ownership of Outcomes

T : Help Achieve Together

S : Speak up then Commit

CleverTap is the World's #1 Retention Cloud that helps app-first brands personalize and optimize all consumer touch points to improve user engagement, retention, and lifetime value. It's the only solution built to address the needs of retention and growth teams, with audience analytics, deep-segmentation, multi-channel engagement, product recommendations, and automation in one unified product.

The platform is powered by TesseractDB™ - the world’s first purpose-built database for customer engagement, offering both speed and economies of scale.

CleverTap is trusted by 2000 customers, including AirAsia, Electronic Arts, TED, English Premier League, TD Bank, Carousell, Papa  Johns, and Tesco.

Backed by leading investors such as Sequoia India, Tiger Global, Accel, and CDPQ the company is headquartered in Mountain View, California, with presence in San Francisco, New York, São Paulo, Bogota, London, Amsterdam, Sofia, Dubai, Mumbai, Singapore, and Jakarta.

For more information, visit clevertap.com or follow on LinkedIn and Twitter.