Customer Success Lead

Role: Director-Customer Success

Location: Mumbai

About the Role: The Director Customer Success (New Products & Partnerships) will own the strategic direction, execution, and scaling of partner and customer success initiatives for new products. This role requires strong executive presence, cross-functional leadership, and the ability to manage and develop a team while driving revenue growth, partner health, and long-term business value.

What you'll be Responsible for?

1-Strategic Leadership & Ownership

• Define and execute the overall partner and customer success strategy for new products, aligned with company growth objectives across regions.
• Serve as a senior escalation point and executive sponsor for strategic partners and enterprise customers.
• Drive adoption, retention, expansion, and revenue growth through structured success frameworks and governance models.

2-Partner & Revenue Growth

• Build and scale strategic relationships with key partners, C-level stakeholders, and enterprise customers to drive mutual business outcomes.
• Own partner lifecycle management including onboarding, enablement, performance management, renewals, up-sell, and cross-sell opportunities.
• Partner closely with Sales to influence revenue strategy, forecast accuracy, and long-term account growth.
• Track and improve key metrics such as partner health, NRR, churn, adoption, and engagement.

3-Cross-Functional Collaboration

• Act as the senior liaison between Customer Success, Sales, Product, Engineering, and Operations to ensure partner needs are translated into product and delivery priorities.
• Influence product roadmap decisions using partner insights, usage data, and market feedback.
• Establish scalable processes, tools, and playbooks to support rapid growth and operational excellence.

4-People Leadership & Team Management

• Lead, mentor, and develop a Customer Success and Partner Management team across multiple locations.
• Set clear goals, KPIs, and performance benchmarks; conduct regular reviews and talent development planning.
• Build a high-performance culture focused on accountability, collaboration, and customer outcomes.
• Drive succession planning and capability building within the team.

5-Reporting & Governance

• Own executive-level reporting on partner performance, revenue forecasts, risks, and opportunities for senior leadership.
• Establish governance mechanisms, QBRs, and executive reviews with key partners and internal stakeholders.
• Ensure compliance with contractual, commercial, and operational commitments.

What You'd have?

• 1215 years of experience in Customer Success, Partner Management, or Business Development, preferably within SaaS / CPaaS organizations.
• Proven experience managing and scaling large, multi-location teams (10+ members).
• Strong executive presence with experience engaging C-level stakeholders and enterprise clients.
• Demonstrated success in driving revenue growth, renewals, and expansion through strategic partnerships.
• Deep understanding of customer success metrics, frameworks, and lifecycle management.
• High business acumen with experience across multiple industry verticals and global/regional markets.
• Ability to operate in ambiguity, influence without authority, and drive outcomes in a fast-paced environment.
• Exceptional communication, presentation, negotiation, and stakeholder management skills.

Why join us?

Impactful Work: Play a pivotal role in safeguarding Karix's assets, data, and reputation in the industry.

Tremendous Growth Opportunities: Be part of a rapidly growing company in the telecom and CPaaS space, with opportunities for professional development.

Innovative Environment: Work alongside a world-class team in a challenging and fun environment, where innovation is celebrated.

Karix is an equal opportunity employer. We champion diversity and are committed to creating an inclusive environment for all employees