Director - Customer Success (APAC)

Rocketlane; Chennai District; On-site; INR 3,500,000 - 7,500,000; Full time

Benefits offered by this job

Flexible hours

Job summary

Rocketlane is seeking a Leader - Customer Success to own the vision, strategy, and execution of its customer success function. You will lead and scale a high-performing CS team while driving customer outcomes, long-term retention, and revenue expansion.

This hands-on leadership role balances strategic thinking with active customer engagement, building teams, refining processes, and collaborating cross-functionally to deliver exceptional customer experiences.

Qualifications

• 7-10+ years of experience in Customer Success, Account Management, Professional Services or Client Services, preferably in B2B SaaS.
• Proven experience leading and scaling CS or PS teams.
• Strong executive presence with the ability to influence senior stakeholders.

Responsibilities

• Own the vision, strategy, and execution of Rocketlane's customer success function.
• Lead and scale a high-performing CS team while driving customer outcomes, retention, and revenue expansion.
• Build executive relationships with customers and act as a strategic advisor and escalation point.
• Drive renewals, retention, expansion, and CSAT/NPS; develop playbooks for scale.
• Translate customer feedback into product improvements and GTM strategies and collaborate across Sales, Product, Marketing, and Support.

Job description

About Rocketlane

Rocketlane is a fast-growing, innovative SaaS company making waves in customer onboarding and professional services automation.

Our mission? To empower B2B companies with a smooth, consistent, and efficient way to onboard customers and manage client projects-reducing chaos and boosting customer satisfaction across industries.

We're a close-knit team of over 200+ passionate professionals, all focused on building a product that teams love to use. Our journey has been fueled by $105M in funding from top investors, including 8VC, Matrix Partners, and Nexus Venture Partners.

Role Overview

As a Leader - Customer Success, you will own the vision, strategy, and execution of Rocketlane's customer success function. You will lead and scale a high-performing Customer Success team while driving customer outcomes, long-term retention, and revenue expansion.

This is a hands-on leadership role-balancing strategic thinking with active customer engagement-balancing ideal for someone who enjoys building teams, refining processes, and partnering cross-functionally to deliver exceptional customer experiences.

What You'll Do

• Own the overall Customer Success strategy, ensuring alignment with Rocketlane's business goals and customer outcomes
• Think creatively, combine the latest in AI technology with sound customer principles, drive massive innovation
• Lead, mentor, and scale a team of Customer Success Managers, fostering a strong customer-first culture
• Build and strengthen executive-level relationships with customers, acting as a strategic advisor and escalation point
• Drive excellence across, success plans, product as an integral component of customer workflows, renewals / retention, and expansion
• Establish and evolve customer success frameworks, playbooks, and best practices to support scale
• Own and track key CS metrics including NRR, churn, expansion, adoption, CSAT, and NPS
• Partner closely with Sales, Product, Marketing, and Support to ensure seamless customer journeys and clear accountability
• Lead QBRs and strategic reviews with key customers to demonstrate value and unlock growth opportunities
• Translate customer feedback and insights into product improvements and GTM strategies
• Work with Sales and Marketing to build customer advocacy programs, references, and case studies
• Drive resolution of critical escalations while maintaining high customer satisfaction and trust
• Continuously review and improve internal processes to increase efficiency and predictability

You Should Apply If You Have

• 7-10+ years of experience in some combination of Customer Success, Account Management, Professional Services or Client Services, preferably in B2B SaaS
• Proven experience leading and scaling CS or PS teams
• Strong executive presence with the ability to influence senior customer and internal stakeholders
• Have used AI to drive radical efficiencies or to unlock new opportunities
• A data-driven, strategic mindset with experience owning retention and expansion outcomes
• Comfort operating in fast-paced, high-growth environments with evolving priorities
• Excellent communication, coaching, and stakeholder management skills

Why Join Rocketlane?

At Rocketlane, we're all about building a great product and a great place to work. Here's why you'll actually look forward to Mondays:

• Impact and ownership: You won't just be another cog in the machine; here, you're more like a turbocharged engine part. Bring your ideas, make them happen.
• Work with the best: We're a team of passionate, quirky, and ridiculously talented people. Come for the work, stay for the memes.
• Celebrate wins: Whether we're hitting major milestones or celebrating new funding, we like to mix it up. From rap videos to team outings, we believe in celebrating big.
• Learn and grow: We're all about learning—and we're not just talking about the latest SaaS trends. You'll grow your career, pick up new skills, and maybe even learn a ton about AI.
• Flexibility and balance: While we love collaborating in the office five days a week, we know everyone has their own rhythm. That's why we offer flexibility around hours-so you can bring your best energy, whether you're an early bird or a night owl. Pajamas optional (at least outside the office).