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% (Tie...