Director –Implementation & Customer Success

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

Benefits offered by this job

Competitive salary with performance-based incentives

Global exposure

Collaborative work environment

Job summary

Elevatozagritech in Bengaluru is seeking a Director of Implementation & Customer Success to enhance client satisfaction through effective onboarding and support. With over 15 years of experience in SaaS product delivery, you will lead a dynamic team to streamline operations and improve efficiency.

Your key responsibilities will include managing cross-functional teams, defining KPIs, and ensuring a consultative approach to client relationships. This role offers a high-impact position with competitive compensation and growth opportunities.

Qualifications

• 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 and product delivery lifecycle.

Responsibilities

• Lead implementation and onboarding teams across geographies.
• Design and standardize SOPs for onboarding and customer support.
• Define and monitor KPIs and success metrics.

Skills

Customer satisfaction improvement

Stakeholder management

Problem-solving

Team leadership

Tools

Salesforce

Zendesk

JIRA

HubSpot

Job description

Director –Implementation & Customer Success

At Elevatoz AgriTech, we harness technology to enhance productivity, traceability,and profitability for agribusinesses. Our solutions, including QR-code-based end-to-endsupply chain traceability, authenticity verification, demand generation, and channelpartner 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 ofexperience in SaaS product delivery, customer success, and Support Management acrossgeographies. This role will be pivotal in scaling our onboarding processes, ensuring timely delivery, and enhancing customer satisfaction and retention for our suite of B2B SaaSproducts.

Key Responsibilities:

• Lead and manage implementation and onboarding teams across geographies.
• Design, optimize, and standardize SOPs for product onboarding, rollout, and customersupport.
• Own end-to-end implementation lifecycle – from requirements gathering to go-live support.
• Collaborate with cross-functional teams including Product, Sales, Engineering andCustomer 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 tosupport.
• Improve operational efficiencies through automation, and process improvements.
• Manage escalations, complex integrations, and client relationships with a consultativeapproach.
• 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 successroles.
• Proven experience in leading teams and managing high-scale rollouts.
• Strong understanding of ERP/CRM systems, SaaS architecture, and product deliverylifecycle.
• 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.