Director Implementation & Customer Success (Bengaluru)

Elevatoz AgriTech; Bengaluru; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Elevatoz AgriTech in Bengaluru seeks a dynamic leader to head Implementation, Customer Success and Customer Support across geographies. You will own end-to-end delivery from onboarding to go-live, drive cross-functional collaboration with Product, Sales and Engineering, and shape the customer journey.

You will design SOPs, define KPIs, manage escalations, and guide automation to improve efficiency. A proven track record in SaaS deployments and global rollout leadership is essential to succeed.

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, SaaS architecture, and product delivery lifecycle.
• Familiarity with Agile, Waterfall, Scrum.

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 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 with Sales.

Skills

SaaS implementation leadership

Customer Success leadership

ERP/CRM systems expertise

Cross-functional collaboration

Stakeholder management

Sales & renewals collaboration

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 skilled to lead our Implementation, Customer Success and Customer Support function.

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

• 1015 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. .