Customer Success Director
JOB DESCRIPTION: Customer Success Director
Data Sutram is an AI-driven platform that provides Intel on People & Places with data from
250+ sources. The proprietary AI and ML driven data engine automatically converts raw
unstructured sources of data from satellites, mobile phones, POS machines & several other
sources to create insights that capture how people live & behave, available for any location
in varying levels of granularity. These insights are consumed by several companies in
Financial Services, Retail, E-commerce, Manufacturing etc. through APIs or SDKs or Data
Sutram’s proprietary geospatial platform.
About the Team
Data Sutram is a VC funded company backed by Varanium Capital (Varanium NexGen
Fund), Yatra Angel Network, IIFL Fintech Fund, Indian Angel Network and 100xVC.
The company is working with over 50+ enterprises across the country and has a team of
30+ people based out of Mumbai and Kolkata.
Why work at Data Sutram
If your dream job includes building a deep-tech company out
of India that
cater to the needs of the world, you are in the right place.
If not, here are some other, more specific incentives that
Sutram a great
workplace (even if we say so ourselves) for you:
If you are looking to have a large impact at a fast-growing company and work with a
If you prefer freedom with responsibility over predetermined hierarchies.
If you have a candid and transparent approach to problems- and you seek excellence
in whatever you do.
If you like being challenged- and want to tackle problems that have not been solved.
Most importantly, if you have empathy and you understand not just how to do a job,
but build solutions that could impact millions of lives.
About the Role: Customer Success Director
The Director of Customer Success, is responsible to build and lead the customer success
team, including Solution Architects, Professional Services, and Technical Account
Management. The Customer Success team drives the technical portion of a sale as well as
ensuring Data Sutram customers successfully adopt the product with a positive experience,
driving growth for Data Sutram through renewals and expansion.
Develop a deep understanding of the customer's business and technical objectives, partner
with them to build a strategic joint success plan with identified objectives, milestones and
measurable KPIs to achieve the outcomes.
Apply domain/technical knowledge on top of Data Sutram’s Data Insights to devise new
solutions, handle deliveries for existing accounts.
Remove blockers and lead key resources, internally and externally, to proactively support the
customer's success plan.
Provide Feedback to the Data & Platform Product Teams to drive new feature development,
improve usability and contribute to long term goals of the product.
Partner with customer-facing account teams and executives (sales, support, professional
services, engineering, renewal, and partners) on overall platform success,
Accelerate customer’s P2V (Purchase to Value) journey and thereby help to protect recurring
renewal revenue and expand customer NRR (Net Retention Rate), improve solutions overall
NPS (Net Promoter Score).
Manage scrum for a team of data scientists, business analysts and developers to ensure
smooth delivery of solutions. Create BRDs, sprint planning, manage delivery schedules.
Engage regularly and develop deep relationships with customer stakeholders including
business and technical teams.
Maintain knowledge of market trends and competitive insights to improve our existing
solutions and spearhead new use cases leveraging Data Sutram’s Insights for new sectors
Extend support to pre-sales teams to engage with prospective customers and translate value
of our solutions.
Demonstrated progressive management experience leading analytics teams in large
scale strategy projects.
Demonstrated progressive experience leading customer success managers, account
Proven experience leading teams, driving new and expansion sales, driving data
solution adoption and leveraging customer success best practices
Proven ability to develop strategies, translate them into initiatives and track
Demonstrated ability to lead a team of data scientists, business analysts & engineers
to solve complex business problems leveraging Data Sutrams data & analytics
Demonstrated operational excellence in analytical thinking, process development and
improvement, problem solving, communication, delegation and planning
Able to be flexible and agile in responding to evolving business priorities and dealing
Able to collaborate across the organization and with external stakeholders
Experience successfully working with senior (C-level) executives to drive companies
Holds strong operational skills that will drive organizational efficiencies and customer
Subject matter expertise in the sectors of finance, retail, etc.
Willing and able to address escalated client issues with speed and urgency
You share our values and work in accordance with those values.
Location: Mumbai (on-site)