Senior Director

Weekday; Bengaluru; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Weekday is seeking a Senior Director to spearhead customer success, experience, and delight initiatives for its global client base in Bengaluru, India. You will lead cross-functional teams, partnering with product, sales, and marketing to develop scalable processes, metrics, and technology solutions that elevate the customer journey and drive growth.

This role requires a proven 12+ years of leadership in CX or related fields, a strong analytical mindset, and a passion for service excellence.

Qualifications

• 12+ years of progressive leadership experience in customer success.
• Proven ability to build scalable CX frameworks increasing NPS, renewal rates and upsell revenue.
• Strong analytical mindset with data-driven decision making.
• Exceptional communication across executives to front-line teams.
• Experience managing diverse teams across geographies and time zones.
• Deep understanding of CX tools, analytics platforms, and workflow automation.
• Experience defining budgets, resources, and KPI dashboards for CX.
• Passion for continuous learning and rapid iteration in CX.

Responsibilities

• Develop and execute a comprehensive CX strategy aligning with corporate objectives to drive retention and expansion.
• Lead the design and optimization of CX programs across all touchpoints to ensure consistent delight.
• Define and track KPIs for customer health, satisfaction, and lifetime value.
• Partner with product and engineering to translate feedback into roadmap priorities.
• Mentor and grow a high-performing CX organization across geographies.
• Build relationships with senior stakeholders and customers to champion their needs.
• Oversee the integration and scaling of CX tech such as NPS and CSAT tools.
• Deliver executive-level reports on impact of CX initiatives on revenue and churn.
• Lead crisis management and escalation protocols with rapid resolution.
• Champion cross-functional collaboration to align the org with CX goals.

Skills

Leadership

Customer success

Data analytics

Strategic thinking

Cross-functional leadership

Tools

NPS surveys

CSAT tools

CX platforms

Job description

This role is for one of the Weekday's clients

Salary range: Rs 1200000 - Rs 20000000 (i.e INR 12-20 LPA)

Experience: 12+ yrs

Location: Bengaluru, Karnataka, India

As a Senior Director, you will spearhead the strategy and execution of customer success, experience, and delight initiatives, ensuring that every touchpoint drives maximum value and long-term loyalty for our global customer base. You will lead cross-functional teams, collaborate with product, sales, and marketing, and act as the advocate for the customer voice within the organization. Your role will blend analytical rigor with a passion for service excellence, guiding the development of scalable processes, metrics, and technology solutions that elevate the overall customer journey. By cultivating a culture of continuous improvement and proactive engagement, you will translate customer insights into actionable business outcomes that fuel growth and reinforce our market leadership.

Key Responsibilities

• Develop and execute a comprehensive customer success strategy that aligns with corporate objectives and drives retention and expansion.
• Lead the design, implementation, and optimization of customer experience programs across all touchpoints, ensuring consistent delight and advocacy.
• Define and track key performance indicators (KPIs) for customer health, satisfaction, and lifetime value, and use data to inform decision making.
• Partner with product and engineering to translate customer feedback into feature enhancements and roadmap priorities.
• Mentor and grow a high-performing customer success organization, fostering a culture of excellence, accountability, and continuous skill development.
• Build and maintain relationships with senior stakeholders, customers, and partners to champion their needs and amplify success stories.
• Oversee the integration and scaling of CX technologies, such as NPS surveys, CSAT tools, and customer journey platforms, to capture real-time sentiment and insights.
• Develop and deliver executive-level reports and dashboards that illustrate the impact of customer success initiatives on revenue, churn, and product adoption.
• Lead crisis management and escalation protocols, ensuring rapid resolution, root-cause analysis, and preventive measures.
• Champion cross-functional collaboration initiatives that break down silos and align the entire organization around customer-centric goals.

What Makes You a Great Fit

• 12+ years of progressive leadership experience in customer success, experience, or delight within a fast-moving, technology-driven environment.
• Proven track record of building scalable customer success frameworks that have demonstrably increased NPS, renewal rates, and upsell revenue.
• Strong analytical mindset with expertise in deriving insights from customer data and translating them into actionable strategies.
• Exceptional communication skills that enable you to articulate complex customer insights to stakeholders at all levels, from executives to front-line teams.
• Demonstrated ability to manage and inspire high-performing, diverse teams across multiple geographies and time zones.
• Deep understanding of modern CX tools, analytics platforms, and workflow automation solutions that enhance customer engagement.
• Experience in defining and managing budgets, resource allocation, and KPI dashboards for a customer success organization.
• Passion for fostering a culture of continuous learning, experimentation, and rapid iteration within the customer success function.
• Strong strategic vision and the ability to translate long-term customer goals into short-term, measurable actions.
• Familiarity with enterprise SaaS product environments, subscription economics, and the complexities of vertical market customer relationships.