Associate Director - Customer Experience

Weekday AI (YC W21); India; On-site; INR 2,500,000 - 2,800,000; Full time

Job summary

Weekday AI is seeking an experienced Associate Director - Customer Experience to lead enterprise accounts, driving onboarding, adoption, retention, renewals, and long-term growth while delivering measurable business outcomes.

You will own commercial performance across your portfolio, guiding renewals, expansions, and profitability, in collaboration with Sales, Product, Engineering, and Support teams. The role emphasizes API integrations, data workflows, and robust customer success strategies.

Qualifications

• 7-9 years of experience in Customer Success, Technical Account Management, 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, lifecycle management, and strategic account planning.
• Strong analytical, problem-solving, and stakeholder management skills.
• Ability to collaborate across Engineering, Product, Sales, and Support teams.
• Excellent communication and project management abilities.

Responsibilities

• Build trusted relationships with enterprise stakeholders as a strategic business advisor and technical partner.
• Own a portfolio of strategic enterprise accounts ensuring health, adoption, retention, and long-term success.
• Conduct executive business reviews aligning platform capabilities with objectives and growth opportunities.
• Manage account commercials including renewals, upsell/cross-sell opportunities, profitability, and account P&L.
• Partner with Sales and Customer Success leadership to increase customer lifetime value.
• Lead onboarding and implementation, supporting API integrations, JSON payloads, Postman, and cURL workflows.
• Drive platform adoption through health checks and best-practice recommendations.
• Manage escalations by troubleshooting with logs and collaborating with Product/Engineering teams.
• Identify risks, develop mitigation strategies, and improve retention.
• Create documentation, troubleshooting guides, and implementation playbooks.

Skills

Customer Retention

CRM

API Testing

Tools

Postman

cURL

Job description

This role is for one of the Weekday's clients

Salary range: Rs hidden_mobile - Rs hidden_mobile (ie INR 25- 28 LPA)

Min Experience: 7+ years

Location: Mumbai

JobType: full-time

Overview

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. In this role, you will serve as a trusted advisor to strategic accounts, driving customer onboarding, adoption, retention, renewals, and long-term growth while ensuring customers achieve measurable business outcomes.

Beyond customer success, you will own the commercial performance of your accounts, including revenue growth, renewals, expansion opportunities, profitability, and P&L management. Working closely with Sales, Product, Engineering, and Support teams, you will help enterprise customers maximize the value of a modern SaaS platform while contributing directly to business growth.

Key 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.

Requirements

• 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.

Preferred Qualifications

• Experience with CRM platforms such as Salesforce or HubSpot.
• Working knowledge of SQL/NoSQL databases and enterprise data flows.
• Familiarity with APIs, Kafka, Grafana, Sentry, Postman, and similar technical ecosystems.
• Exposure to Conversational AI, chatbot platforms, or AI-powered customer experience solutions.
• Experience managing enterprise portfolios with revenue ownership.
• Strong documentation and knowledge management skills.

What You'll Bring

• 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.

Must-have Skills

• Customer Retention
• Customer Relationship Management (CRM)
• API Testing

Good-to-have Skills

• Salesforce / HubSpot
• SQL / NoSQL
• Conversational AI
• Kafka
• Grafana
• Sentry
• Enterprise SaaS
• Technical Account Management