Director of Customer Success

What You Will Do

• Design the full customer journey from sale to long\-term service, and map every point

where we touch the customer.

• Write the complete set of call scripts, email templates, and communication flows across

voice, email, SMS, and chat, in native\-quality US English.

• Build the escalation and resolution framework and set service\-level standards for every

channel.

• Hire, coach, and lead the Mohali customer success and support team as it scales, including

team leads and quality analysts.

• Own customer retention as a number across both homeowners and our platform partners.

Reduce cancellations, drive renewals and repeat service, and turn satisfied customers into

referrals and reviews.

• Define the metrics that matter, build the dashboards, and report customer health to US

leadership every week.

• Be the voice of the customer inside the company and feed insight back to operations,

sales, and finance.

What We Are Looking For

• 6 to 10 years in customer success, customer experience, or customer operations, with at

least 3 to 4 years leading teams.

• You have run customer operations for US or UK customers across voice and digital

channels.

• Native or near\-native English, written and spoken. You are comfortable being customer\-

facing with US customers and US executives.

• Data\-literate. You define metrics, build dashboards, and use numbers to run the function,

not just report on it.

• You thrive in a build\-from\-zero environment and do not need a finished process handed to

you.

• *The one thing that matters most: you have built a customer function from scratch before, not**

• *just managed one that already existed. In your application, tell us about one process, program,**

• *or team you built from the ground up and the measurable result it produced.**

Pay: ₹110,000\.00 \- ₹205,000\.00 per month

Work Location: In person