Director - Customer Success (APAC)

Director - Customer Success (APAC)Job type: Full Time · Department: Post Sales · Work type: On-SiteChennai, Tamil Nadu, India Job detailsApplication formAbout RocketlaneRocketlane is a fast-growing, innovative SaaS company making waves in customer onboarding and professional services automation.Our mission? To empower B2B companies with a smooth, consistent, and efficient way to onboard customers and manage client projects—reducing chaos and boosting customer satisfaction across industries.We’re a close-knit team of over 200+ passionate professionals, all focused on building a product that teams love to use. Our journey has been fueled by $105M in funding from top investors, including 8VC, Matrix Partners, and Nexus Venture Partners.Role OverviewAs a Leader – Customer Success, you will own the vision, strategy, and execution of Rocketlane’s customer success function. You will lead and scale a high-performing Customer Success team while driving customer outcomes, long-term retention, and revenue expansion.This is a hands-on leadership role—balancing strategic thinking with active customer engagement—ideal for someone who enjoys building teams, refining processes, and partnering cross-functionally to deliver exceptional customer experiences.What You’ll DoOwn the overall Customer Success strategy, ensuring alignment with Rocketlane’s business goals and customer outcomesThink creatively, combine the latest in AI technology with sound customer principles, drive massive innovationLead, mentor, and scale a team of Customer Success Managers, fostering a strong customer-first cultureBuild and strengthen executive-level relationships with customers, acting as a strategic advisor and escalation pointDrive excellence across, success plans, product as an integral component of customer workflows, renewals / retention, and expansionEstablish and evolve customer success frameworks, playbooks, and best practices to support scaleOwn and track key CS metrics including NRR, churn, expansion, adoption, CSAT, and NPSPartner closely with Sales, Product, Marketing, and Support to ensure seamless customer journeys and clear accountabilityLead QBRs and strategic reviews with key customers to demonstrate value and unlock growth opportunitiesTranslate customer feedback and insights into product improvements and GTM strategiesWork with Sales and Marketing to build customer advocacy programs, references, and case studiesDrive resolution of critical escalations while maintaining high customer satisfaction and trustContinuously review and improve internal processes to increase efficiency and predictabilityYou Should Apply If You Have7–10+ years of experience in some combination of Customer Success, Account Management, Professional Services or Client Services, preferably in B2B SaaSProven experience leading and scaling CS or PS teamsStrong executive presence with the ability to influence senior customer and internal stakeholdersHave used AI to drive radical efficiencies or to unlock new opportunitiesA data-driven, strategic mindset with experience owning retention and expansion outcomesComfort operating in fast-paced, high-growth environments with evolving prioritiesExcellent communication, coaching, and stakeholder management skillsWhy Join Rocketlane?At Rocketlane, we’re all about building a great product and a great place to work. Here’s why you’ll actually look forward to Mondays:Impact and ownership: You won’t just be another cog in the machine; here, you’re more like a turbocharged engine part. Bring your ideas, make them happen.Work with the best: We’re a team of passionate, quirky, and ridiculously talented people. Come for the work, stay for the memes.Celebrate wins: Whether we’re hitting major milestones or celebrating new funding, we like to mix it up. From rap videos to team outings, we believe in celebrating big.Learn and grow: We’re all about learning—and we’re not just talking about the latest SaaS trends. You’ll grow your career, pick up new skills, and maybe even learn a ton about AI.Flexibility and balance: While we love collaborating in the office five days a week, we know everyone has their own rhythm. That’s why we offer flexibility around hours—so you can bring your best energy, whether you’re an early bird or a night owl. Pajamas optional (at least outside the office).Apply for this positionAutofill from resumeSave time by uploading your resume. (Only PDF or DOCX format supported)Upload fileLoading...Made with