Associate Director - Customer Experience

Position:
Associate Director - Customer Experience

Company:
Weekday's Client

Compensation:
Rs 2500000 - Rs 2800000 (ie INR 25- 28 LPA)

Location:
India, Mumbai

Employment type:
Full-time

Short Summary:
We are looking for an experienced Associate Director – Customer Experience to lead the success of a portfolio of enterprise customers from both a technical and business perspective.

Responsibilities:
- Build trusted relationships with enterprise stakeholders by acting as both a strategic business advisor and technical partner.
- Own a portfolio of strategic enterprise accounts, ensuring customer health, adoption, retention, and long-term success.
- Conduct executive business reviews, aligning platform capabilities with customer objectives and identifying growth opportunities.
- Manage account commercials, including renewals, upsell/cross-sell opportunities, profitability, and overall account P&L.
- Partner closely with Sales and Customer Success leadership to increase customer lifetime value.
- Lead customer onboarding and implementation, supporting API integrations, JSON payloads, Postman, and cURL-based workflows.
- Drive platform adoption through health checks, best-practice recommendations, and optimization initiatives.
- Manage technical escalations by troubleshooting issues using logs, monitoring tools, and collaborating with Product and Engineering teams.
- Proactively identify customer risks, develop mitigation strategies, and improve retention.
- Create documentation, troubleshooting guides, implementation playbooks, and root cause analyses (RCAs).
- Act as the voice of the customer by providing actionable product feedback and influencing future roadmap decisions.

Requirement:
- 7–9 years of experience in Customer Success, Technical Account Management, Customer Experience, Professional Services, or Enterprise SaaS.
- Proven experience managing enterprise customers and executive-level stakeholders.
- Strong business acumen with experience driving renewals, customer growth, and commercial outcomes.
- Experience owning account profitability, customer lifecycle management, and strategic account planning.
- Strong analytical, problem-solving, and stakeholder management skills.
- Ability to collaborate effectively across Engineering, Product, Sales, and Support teams.
- Excellent communication and project management abilities.

Benefits:
- Customer-first mindset with strong commercial awareness.
- Ability to balance technical problem-solving with strategic business consulting.
- Experience identifying account expansion opportunities and driving long-term customer value.
- Strong ownership mentality with a focus on measurable business outcomes.
- Passion for building lasting customer relationships in a fast-paced SaaS environment.