Associate Director – Customer Success @ Grey Labs AI

Aviate; Gurugram District; On-site; INR 6,300,000 - 7,700,000; Full time

Job summary

A leading AI solutions provider in Gurugram is seeking an Associate Director of Customer Success. This role involves leading initiatives to ensure customers derive measurable value from solutions, mentoring a successful team, and driving cross-functional collaboration. The ideal candidate has 8-12 years of relevant experience with strong leadership and communication skills. A competitive compensation package is offered, including a salary of up to 70 LPA plus variables.

Qualifications

• 8–12 years of experience in Customer Success, Account Management, or related functions.
• Proven experience in managing teams and scaling customer-facing functions.
• Ability to influence senior stakeholders and deliver revenue targets.

Responsibilities

• Lead customer success initiatives and ensure measurable value for customers.
• Hire, mentor, and scale a high-performing Customer Success team.
• Collaborate cross-functionally with teams to drive customer outcomes.

Skills

Customer Success experience

Leadership skills

Communication skills

Job description

Associate Director – Customer Success @ Grey Labs AI

We are looking for an Associate Director of Customer Success to lead our customer success initiatives and play a pivotal role in building and scaling our CS function. This individual will be responsible for people leadership, stakeholder management, and client engagement while ensuring our customers achieve measurable value from our solutions.

About the Role

This role involves leading customer success initiatives and ensuring that our customers derive measurable value from our solutions.

Responsibilities

• Hire, mentor, and scale a high-performing Customer Success team.
• Establish best practices, SOPs, and frameworks to drive consistency and excellence.
• Create a culture of accountability, collaboration, and continuous learning.
• Client Engagement & Value Delivery
• Act as a trusted advisor to senior client stakeholders, ensuring adoption, retention, and growth.
• Lead strategic reviews, business presentations, and value demonstrations.
• Manage escalations with confidence, resolving challenges proactively.
• Stakeholder & Peer Management
• Collaborate cross-functionally with Product, Sales, and Operations teams to drive customer outcomes.
• Influence decision-making by presenting actionable insights and business impact clearly.
• Represent the voice of the customer internally and drive enhancements to product & processes.
• Strategic Leadership
• Contribute to customer success strategy and long-term account planning.
• Identify expansion and cross-sell opportunities through strong relationship building.
• Handle ambiguity with agility—managing unexpected situations with confidence and composure.

Qualifications

• 8–12 years of experience in Customer Success, Account Management, or related functions, preferably in SaaS/Enterprise solutions.
• Proven experience in managing teams, hiring, and scaling customer-facing functions.
• Strong executive presence with excellent presentation and communication skills.
• Demonstrated ability to influence senior stakeholders and CXOs and deliver revenue targets.
• Problem-solver with the ability to manage ambiguity and think strategically.
• BFSI or analytics/AI domain knowledge is a plus.

Required Skills

• Experience in Customer Success or Account Management.
• Strong leadership and team management skills.
• Excellent communication and presentation abilities.
• Ability to influence and engage with senior stakeholders.
• Strategic thinking and problem-solving capabilities.

Preferred Skills

• Knowledge of BFSI or analytics/AI domains.
• Experience in SaaS/Enterprise solutions.

Pay range and compensation package: Upto 70 LPA (fixed) + Variables

Equal Opportunity Statement

We are committed to diversity and inclusivity in our hiring practices and encourage applications from all qualified individuals.

Seniority level

• Director

Employment type

• Full-time

Job function

• Sales, Business Development, and General Business
• Software Development and IT Services and IT Consulting