Director - Customer Success

Ovii's Interpretation of the Role

The Director of Customer Success will own the full lifecycle of SMB merchant relationships, driving revenue growth, retention, and product adoption. You will lead a team of account managers, build scalable processes, and turn merchant insights into platform improvements.

Role Snapshot

• Lead SMB merchant success
• Drive revenue growth & retention
• Mentor and manage account managers
• Own end‑to‑end merchant relationships
• Collaborate across product, ops, and support
• Data‑driven account strategy

Must-Have Requirements

• Account Management
• Customer Success
• Sales
• Data analysis & metrics
• Stakeholder Management
• Team Leadership & Coaching
• Problem Solving & Escalations

Nice-to-Have Signals

• SaaS eCommerce knowledge
• Payments & Logistics understanding
• Product Feedback Loop
• SMB eCommerce
• SaaS

Work Setup

• Location: Gurugram, India
• Work mode: ONSITE
• Employment type: Full-Time

Not Specified in JD

• Salary range
• Visa sponsorship
• Relocation
• Travel
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Manage a portfolio of SMB merchants as the primary point of contact
• Identify upsell and cross‑sell opportunities to grow GMV and repeat usage
• Track merchant metrics, conduct business reviews, and act on data insights
• Resolve operational, billing, and platform issues in partnership with cross‑functional teams
• Lead, coach, and set performance targets for a team of account managers
• Design and implement scalable SMB account‑management processes
• Collect merchant feedback and partner with product/growth teams to enhance the platform

Good Fit If You Have

• Experience with SMB eCommerce or SaaS customers
• Strong communication and stakeholder management abilities
• Data‑driven mindset for interpreting metrics