Director –Implementation & Customer Success

Elevatoz AgriTech; Bengaluru; On-site; INR 4,000,000 - 7,000,000; Full time

Benefits offered by this job

Competitive salary

Performance-based incentives

Job summary

Elevatoz AgriTech is seeking a dynamic leader to head Implementation, Customer Success and Support, guiding multi-geography teams to deliver our B2B SaaS products for agribusinesses.

The ideal candidate has 15+ years in SaaS product delivery and customer success, with hands-on ERP/CRM understanding and a proven track record of improving satisfaction, retention, and revenue through scalable onboarding and proactive support.

Qualifications

• 10-15 years of experience in SaaS/enterprise product implementation and customer success.
• Proven experience in leading teams and managing high-scale rollouts.
• Strong understanding of ERP/CRM systems, SaaS architecture, and product delivery lifecycle.
• Familiarity with Agile, Waterfall, and Scrum methodologies.
• Excellent stakeholder management and communication skills.
• Hands-on experience with Salesforce, Zendesk, JIRA, and HubSpot.
• Track record of improving customer satisfaction, retention, and revenue growth.

Responsibilities

• Lead and manage implementation and onboarding teams across geographies.
• Design, optimize, and standardize SOPs for onboarding, rollout, and support.
• Own end-to-end implementation lifecycle—from requirements gathering to go-live support.
• Collaborate with Product, Sales, Engineering and Customer Success for smooth delivery.
• Define and monitor KPIs and success metrics (CSAT, NPS, TAT, Churn etc).
• Champion customer experience with timely configuration, training, and handover to support.
• Improve operational efficiencies through automation and process improvements.
• Manage escalations, complex integrations, and client relationships with a consultative approach.
• Contribute to product roadmap via structured customer feedback.
• Drive renewals, upselling, and cross-selling with Sales collaboration.
• Budget ownership, forecasting, and resource planning for the implementation function.

Skills

Customer Success

Implementation Leadership

SaaS Delivery

Stakeholder Management

Process Improvement

Tools

Salesforce

Zendesk

JIRA

HubSpot

Job description

At Elevatoz AgriTech, we harness technology to enhance productivity, traceability, and profitability for agribusinesses. Our solutions, including QR-code-based end-to-end supply chain traceability, authenticity verification, demand generation, and channel partner engagement, help agri-input companies optimize operations and increase efficiency.

We are seeking a dynamic and experienced professional to lead our Implementation, Customer Success and Customer Support function. The ideal candidate will bring 15+ years of experience in SaaS product delivery, customer success, and Support Management across geographies. This role will be pivotal in scaling our onboarding processes, ensuring timely delivery, and enhancing customer satisfaction and retention for our suite of B2B SaaS products.

Key Responsibilities

• Lead and manage implementation and onboarding teams across geographies.
• Design, optimize, and standardize SOPs for product onboarding, rollout, and customer support.
• Own end-to-end implementation lifecycle – from requirements gathering to go-live support.
• Collaborate with cross-functional teams including Product, Sales, Engineering and Customer Success for smooth delivery.
• Define and monitor KPIs and success metrics (CSAT, NPS, TAT, Churn, etc.)
• Champion customer experience by ensuring timely configuration, training, and handover to support.
• Improve operational efficiencies through automation, and process improvements.
• Manage escalations, complex integrations, and client relationships with a consultative approach.
• Contribute to product roadmap through structured feedback loops from customers.
• Drive renewals, upselling, and cross-selling opportunities in collaboration with Sales.
• Budget ownership, forecasting, and resource planning for the implementation function.

Qualifications & Experience

• 10-15 years of experience in SaaS/Enterprise product implementation and customer success roles.
• Proven experience in leading teams and managing high-scale rollouts.
• Strong understanding of ERP/CRM systems, SaaS architecture, and product delivery lifecycle.
• Familiarity with project management methodologies (Agile, Waterfall, Scrum).
• Excellent stakeholder management, communication, and problem-solving skills.
• Hands-on experience with tools like Salesforce, Zendesk, JIRA, HubSpot, etc.
• Track record of improving customer satisfaction, retention, and revenue growth.

What We Offer

• A high-impact leadership role in a rapidly growing SaaS company.
• Global exposure and opportunity to work with leading brands.
• Collaborative and innovation-driven work environment.
• Competitive salary with performance-based incentives.