Director - Customer Success (APAC)

Rocketlane; Chennai District; On-site; INR 4,000,000 - 6,000,000; Full time

Job summary

Rocketlane in Chennai is seeking a Leader – Customer Success to own vision, strategy, and execution of our CS function. You will lead a high‑performing CS team, drive customer outcomes, retention, and revenue expansion, balancing strategic thinking with hands‑on engagement.

This role involves building playbooks, defining CS frameworks, managing key metrics like NRR, churn, and CSAT, and partnering with Sales, Product, Marketing, and Support to deliver seamless customer journeys and

Qualifications

• 7–10+ years 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 ability to influence senior customers and internal stakeholders.
• Experience using AI to drive efficiencies or unlock opportunities.
• Data-driven, strategic mindset with ownership of retention and expansion outcomes.
• Comfort operating in fast-paced, high-growth environments with evolving priorities.
• Excellent communication, coaching, and stakeholder management skills.

Responsibilities

• Own the overall CS strategy, ensuring alignment with Rocketlane’s business goals and customer outcomes.
• Lead, mentor, and scale a team of CS managers, fostering a strong customer-first culture.
• Build executive-level relationships with customers as a strategic advisor and escalation point.
• Drive renewals, retention, and expansion across customer portfolios.
• Develop and evolve CS playbooks, frameworks, and best practices to enable scale.
• Track key CS metrics: NRR, churn, expansion, adoption, CSAT, and NPS.
• Collaborate with Sales, Product, Marketing, and Support to ensure seamless journeys.
• Lead QBRs and strategic reviews with key customers to demonstrate value and unlock growth opportunities.
• Translate customer feedback into product improvements and GTM strategies.
• Drive customer advocacy programs, references, and case studies.
• Resolve critical escalations while maintaining high customer satisfaction and trust.

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—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).