Director of Customer Success

About the Company

Founded in 2005, IDCUBE Identification Systems Private Limited operates globally, with offices in the USA, UAE, Malaysia, and India. We specialize in delivering on-premises and cloud-based physical security platforms to distributors and system integrators.

Responsibilities

• Own and manage the complete Customer Success Department operations across Pan India
• Lead the Customer Success organisation, ensuring structure, clarity of roles, and high performance
• Establish, monitor, and improve Customer Success performance frameworks aligned with business goals
• Develop and implement strategic plans, policies, and procedures
• Identify process gaps and deploy best-in-class practices across ticketing, support handoffs, and case management
• Serve as a senior escalation point for key customer issues
• Travel across Pan India to visit customers regularly, spending at least 1 week per region engaging with key accounts
• Partner with Product, R&D, Sales, and Marketing to ensure customer feedback loops are active
• Lead, mentor, and motivate teams across Customer Success, Operations, and Support

Requirements

• 15 to 20 years of experience in a managerial role
• Strong leadership skills and managerial expertise
• Ability to travel extensively across India for on-ground customer engagement
• Experience in process design, improvement, and optimization
• Proven track record in people leadership and team development