Director of Customer Success

Director of Customer Success Location: India (working US Eastern hours) Reports to: CEO Team: 8 (CSMs, Onboarding, Support) Employment Type: Full-time Why This Role Matters Own a core revenue engine, not a support function Work directly with the CEO Lead an existing team that needs direction—not rebuilding Direct impact on scaling to $30M ARR in the next 3 years The Role This is not a relationship management role. This is a revenue ownership role . You will own Net Revenue Retention (NRR) and build systems that drive: Expansion revenue Churn reduction Measurable customer value If you don’t think in terms of retention %, expansion MRR, and predictable outcomes , this role won’t fit. Success Metrics (Year 1) NRR: >110% (Tier A >115%) Renewals: >90% of MRR retained Expansion Revenue: ≥15% of MRR per quarter Churn: Zero avoidable churn Health Coverage: 100% accounts scored monthly QBRs: 100% coverage for key accounts Referenceable Customers: 10% of base SLA Compliance: 95% adherence Core R...