Associate Director – Customer Success

CTC: ₹22.00 – ₹25.00 LPA + Performance Incentives
Education: Graduation (MBA preferred)
Age Preference: Up to 35 Years

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About the Opportunity

Orbit Global HR Consultants, a best-in-class executive search firm, is hiring an Associate Director – Customer Success for a high-growth HealthTech SaaS organization operating in the B2B healthcare ecosystem.

This is a senior, client-facing leadership role requiring strong ownership of the end-to-end customer success lifecycle—from pre-launch to renewal—while driving retention, upsell, cross-sell, and revenue growth. The role works closely with Sales, Product, Marketing, and Operations teams and directly influences customer satisfaction and business outcomes.

Role Overview

The Associate Director – Customer Success will act as a strategic partner and trusted advisor to enterprise clients, ensuring long-term relationships, product adoption, and business growth.

The role demands a target-driven mindset, strong people leadership skills, and the ability to operate in a fast-paced, high-growth SaaS environment.

Key Responsibilities

Customer Success & Client Relationship Management

• Own and manage enterprise client relationships across the full lifecycle, from onboarding and pre-launch to renewal

• Build strong, trusted partnerships with key client stakeholders

• Act as the single point of contact and bridge between clients and internal teams

• Ensure high levels of client satisfaction, retention, and advocacy

Revenue Growth & Account Expansion

• Drive upselling and cross-selling of products, features, and solutions

• Identify growth opportunities within existing accounts

• Ensure year-on-year client retention and achievement of growth targets

• Influence clients to upgrade offerings based on evolving needs

Team Leadership & Performance Management

• Lead, mentor, and develop a high-performing customer success team

• Coach team members to identify opportunities and resolve customer challenges

• Drive performance against OKRs, quarterly targets, and growth objectives

• Foster a culture of ownership, accountability, and collaboration

Cross-Functional Collaboration

• Work closely with Sales, Marketing, Product, and Operations teams to ensure seamless delivery

• Translate client feedback into actionable insights for internal stakeholders

• Ensure alignment between client expectations and internal execution

Governance, Reporting & Analytics

• Conduct regular governance and review meetings with clients

• Generate reports and executive summaries for internal and external stakeholders

• Use data and analytics to track customer health, risks, and opportunities

Mandatory Screening Criteria (Non-Negotiable)

• Minimum 6 years of client-facing experience

• Experience working in a SaaS business model or HealthTech domain

• Strong exposure to B2B customer success or account management

• Minimum 2 years of people management or team leadership experience

• Proven experience managing the customer success lifecycle from pre-launch to renewal

• Target-driven mindset with experience achieving business and growth objectives

• Hands-on experience in upselling and cross-selling

• Excellent client relationship management and stakeholder engagement skills

Required Skills

• Customer Success Strategy and Lifecycle Management

• Client Relationship and Stakeholder Management

• Team Leadership and Coaching

• Cross-functional Collaboration

• Analytical Thinking and Problem Solving

• Excellent Communication and Presentation Skills

Preferred Industry Background

• HealthTech SaaS

• B2B SaaS Organizations

• Corporate Healthcare or Benefits Platforms

Who Will Succeed in This Role

• Professionals who thrive in high-energy, target-driven environments

• Leaders who enjoy building and scaling customer success functions

• Client-centric individuals with strong commercial acumen

• Strategic thinkers who balance customer satisfaction with revenue growth