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Associate Director of Customer Success Management (GLO05121)
Global Delivery
Mumbai, Pune, Bangalore
About Us
Zycus is a pioneer in Cognitive Procurement software and has been a trusted partner of choice for large global enterprises for two decades. Zycus has been consistently recognized by Gartner, Forrester, and other analysts for its Source to Pay integrated suite. Zycus powers its S2P software with the revolutionary Merlin AI Suite. Merlin AI takes over the tactical tasks and empowers procurement and AP officers to focus on strategic projects; offers data-driven actionable insights for quicker and smarter decisions, and its conversational AI offers a B2C type user-experience to the end-users.
Zycus helps enterprises drive real savings, reduce risks, and boost compliance, and its seamless, intuitive, and easy-to-use user interface ensures high adoption and value across the organization.
Start your #CognitiveProcurement journey with us, as you are #MeantforMore
We Are An Equal Opportunity Employer:
Zycus is committed to providing equal opportunities in employment and creating an inclusive work environment. We do not discriminate against applicants on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, or any other legally protected characteristic. All hiring decisions will be based solely on qualifications, skills, and experience relevant to the job requirements.
Job Description
We are a leading provider of SAAS procurement software, offering innovative solutions that streamline sourcing, procurement, and supplier management. Our customers rely on us to provide cutting-edge tools and services that drive efficiency and value across their procurement processes. We are seeking a Director of Customer Success to lead our efforts in ensuring business success of our customers.
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 combines technical support with a focus on business outcomes, helping clients achieve their goals while also driving customer satisfaction, retention, and growth. You will manage both Technical Account Managers (TAMs) and Customer Success Managers (CSMs), overseeing the technical and business aspects of the customer relationship.
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 combines technical support with a focus on business outcomes, helping clients achieve their goals while also driving customer satisfaction, retention, and growth. You will manage both Technical Account Managers (TAMs) and Customer Success Managers (CSMs), overseeing the technical and business aspects of the customer relationship.
Key Responsibilities:
- Team Leadership: Lead and manage a combined team of Technical Account Managers and Customer Success Managers, setting goals, monitoring performance, and fostering professional development.
- Customer Success: Develop strategies to drive customer success by focusing on product adoption, usage, and helping customers achieve their business objectives. Ensure long-term satisfaction, retention, and growth through proactive engagement.
- Strategic Relationship Management: Build and maintain strong, long-term relationships with key stakeholders across customer organizations, acting as both a technical advisor and a business advocate.
- Cross-Functional Collaboration: Work closely with Product, Engineering, and Support teams to address customer needs, resolve issues, and provide feedback on customer requirements.
- Growth Opportunities: Identify opportunities for upsell, cross-sell, and renewals, partnering with Sales to drive expansion within existing accounts.
- Customer Health Monitoring: Track and report on key customer health metrics, satisfaction, and product usage. Proactively address risks and develop action plans to improve customer engagement and outcomes.
- Industry Expertise: Stay updated on industry trends and competitive offerings to provide valuable insights and recommendations to customers and internal teams.
- Process Improvement: Continuously refine and improve internal processes to enhance the overall customer experience, streamline operations, and increase team efficiency.
Job Requirement
Skills and Experience required:
- Bachelor’s degree in Computer Science, Information Technology, Business, or a related field (Master's degree preferred).
- 12+ years of experience in customer success, or related roles in the SAAS industry, with a strong preference for experience in procurement software.
- Proven track record of managing enterprise-level accounts and leading both technical and customer success teams.
- Proven Records of managing large programs .
- Strong technical background with the ability to understand complex SAAS platforms and communicate effectively with both technical and business stakeholders.
- Demonstrated ability to drive customer adoption, retention, and business growth.
- Excellent leadership, communication, and interpersonal skills.
- Experience managing multiple high-priority customer accounts in a fast-paced environment.
- Familiarity with procurement processes and solutions (S2P, P2P) is a strong plus.
- Experience with CRM tools, customer success platforms, and metrics-driven performance management.
- Ability to travel as needed to meet with key accounts and support team initiatives.
Why You Should Join Zycus
- Cloud Product Company: We are a Cloud SaaS Company and our products are created by using the latest technologies like ML and AI. Our UI is in Angular JS and we are developing our mobile apps using React.
- A Market Leader: Zycus is recognized by Gartner (world’s leading market research analyst) as a Leader in Procurement Software Suites.
- Move between Roles: We believe that change leads to growth and therefore we allow our employees to shift careers and move to different roles and functions within the organization
- Get a Global Exposure: You get to work and deal with our global customers.
- Create an Impact: Zycus gives you the environment to create an impact on the product and transform your ideas into reality. Even our junior engineers get the opportunity to work on different product features.
Zycus is a pioneer in Cognitive Procurement software and has been a trusted partner of choice for large global enterprises for two decades. Zycus has been consistently recognized by Gartner, Forrester, and other analysts for its Source to Pay integrated suite.
Zycus powers its S2P software with the revolutionary Merlin AI Suite. Merlin AI takes over the tactical tasks and empowers procurement and AP officers to focus on strategic projects; offers data-driven actionable insights for quicker and smarter decisions, and its conversational AI offers a B2C type user-experience to the end-users.
Zycus helps enterprises drive real savings, reduce risks, and boost compliance, and its seamless, intuitive, and easy-to-use user interface ensures high adoption and value across the organization.
Start your #CognitiveProcurement journey with us, as you are #MeantforMore