Director, Client Value

Jobtailor; Bengaluru; On-site; INR 2,500,000 - 3,500,000; Full time

Benefits offered by this job

Engaging and rewarding workplace

Opportunities for growth

Diversity and inclusion commitment

Job summary

Mindtickle is seeking a Director of Client Value to lead a team managing over $50 million in Annual Recurring Revenue (ARR). The role involves coaching Client Partners, defining account strategies, and driving customer retention and growth.

You will build processes and frameworks while ensuring clear communication with enterprise-level clients. The ideal candidate has experience establishing customer success functions and navigating complex organizational relationships.

Qualifications

• Experience in building a customer success function from scratch.
• Experience with enterprise clients at the CXO level.
• Strong numerical skills related to GRR and NRR.

Responsibilities

• Lead a team of Client Partners managing $50M+ in ARR.
• Develop strategies to reduce churn and drive expansion.
• Build playbooks, processes, and frameworks for the team.

Skills

Leadership

Customer Success Management

Analytical Skills

Communication

Job description

Who we are

Mindtickle is the leading AI-powered revenue enablement platform that combines on-the-job learning and deal execution to drive behavior change and get more revenue per rep. Mindtickle is recognized as a market leader by top industry analysts and is ranked by G2 as the #1 sales onboarding and training product.

Our commitment to innovation has also earned us the "AI-based Sales Solution of the Year" award in the 8th annual AI Breakthrough Awards program (PR Newswire), and a Gold Stevie Award for Sales and Customer Service (Mindtickle) - recognition of our dedication to both product excellence and outstanding customer support.

The Opportunity

Mindtickle's customers don't just buy a product; they expect outcomes, and the Client Value team is accountable for delivering them. As Director, Client Value, you will lead a team overseeing $50M+ in ARR, while building the strategies and systems that drive retention, growth, and deep customer relationships at scale. This is a leadership role for someone who is equally comfortable in a customer escalation, a leadership review, and a whiteboard session designing next quarter's playbook.

What You'll Own

• Lead a team of Client Partners overseeing $50M+ in ARR, coaching them on account strategy, customer conversations, and how to consistently deliver value across their books of business
• Own GRR and NRR - build and execute strategies that reduce churn, drive expansion, and keep Mindtickle's revenue base healthy and growing
• Define and run the QBR process for key accounts, making them strategic conversations that reinforce value, surface risks early, and strengthen executive relationships
• Build the playbooks, processes, and frameworks the team uses every day, from onboarding and adoption to escalation management and renewal
• Track customer health across all accounts using health scores, usage data, churn signals, and mutual success plans to get ahead of risk before it becomes a problem
• Serve as an executive sponsor on strategic accounts and high-stakes situations, stepping in with the credibility and structure to turn difficult conversations into long-term partnerships
• Drive thought leadership for Mindtickle in the Customer Success space through content, customer stories, and presence at industry forums that position the company as a category leader
• Collaborate with Sales, Product, and Marketing to close the loop between what customers need and what Mindtickle builds and sells

How You'll Work with AI

• Model AI-forward ways of working for your team and customers. Mindtickle is an AI platform, and the Director of Client Value should be the clearest example of what AI-powered customer success looks like in practice
• Use AI research tools like Perplexity and ChatGPT to rapidly build context on accounts, industries, and customer challenges before QBRs, escalations, or strategic reviews, walking in more prepared than anyone else in the room
• Draft playbooks, operational decks, and success frameworks using AI-assisted writing tools like Claude or Notion AI, cutting document creation time in half and spending that time refining strategy instead
• Analyze customer health signals, churn patterns, and expansion triggers at scale using AI-powered analytics, so no account slips through the cracks, and every renewal conversation starts from a position of strength

What You Bring

• You've built a CS function from scratch, not inherited one, and know what it takes to go from zero structure to a team that runs with consistency and confidence
• You've served enterprise customers at the CXO level and know how to navigate complex organisations, long relationships, and high-stakes renewals
• You think from first principles; you don't retrofit old CS frameworks onto new problems; you reason through what will actually work
• You're sharp with numbers: GRR, NRR, churn drivers, and P&L are things you track and actively manage, not just report
• You communicate with clarity and confidence at every level, from a struggling customer account to a Founder review
• You're comfortable operating without a complete picture and making good decisions anyway

Nice to Have

• Experience building a Customer Success function from the ground up at a high-growth SaaS company would be an advantage
• A track record of serving enterprise accounts where the relationships are complex, the stakes are high, and the renewal is never guaranteed is a plus
• Background in management consulting or a Founder's/CEO's Office at a tech company is a plus

What Success Looks Like

30 Days - You know the product, the ICPs, the team you've inherited, and the health of every account. You've identified which relationships need immediate attention and which are in good shape.

60 Days - You've done a full diagnostic of what's working and what isn't in the team, in the processes, and in key accounts and have a clear plan with leadership buy-in to act on it.

90 Days - You're running pilots on at least two strategic improvements, the team has a sharper operating rhythm, and early indicators on retention and customer health are moving in the right direction.

Our culture & accolades

As an organization, it’s our priority to create a highly engaging and rewarding workplace. We offer tons of awesome perks and many opportunities for growth.

Our culture reflects our employee's globally diverse backgrounds along with our commitment to our customers, and each other, and a passion for excellence. We live up to our values, DAB, Delight your customers, Act as a Founder, and Better Together.

Mindtickle is proud to be an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.

Your Right to Work - In compliance with applicable laws, all persons hired will be required to verify identity and eligibility to work in the respective work locations and to complete the required employment eligibility verification document form upon hire.