Senior Director, Customer Success

About Us

Seismic is the Go-To-Market Performance company, driving how organizations turn their strategy into revenue. Seismic brings together signals from customer conversations, buyer engagement, governed content, coaching and seller behavior to turn intelligence into winning action. Through its AI revenue execution platform, the company equips customer-facing teams with the insights, governance, and contextual guidance they need to execute with confidence and deliver measurable business outcomes. Trusted by 2,500 organizations and over 3.5 million users around the globe, Seismic is headquartered in San Diego with offices across North America, Europe and Asia-Pacific. Learn more at seismic.com.

 

Seismic is committed to building an inclusive workplace that ignites growth for our employees and creates a culture of belonging that allows all employees to be seen and valued for who they are. Learn more about DEI at Seismic here.

Overview

Seismic is seeking an experienced and strategic Senior Director, Customer Success – India to lead and scale our Customer Success Management organization in Hyderabad. This senior leadership role will be responsible for building a high-performing Customer Success organization focused on delivering measurable customer outcomes, maximizing product adoption, strengthening customer relationships, and driving revenue retention and expansion opportunities across our global customer base. The Senior Director will lead a team of Customer Success Managers through people managers, establishing a scalable operating model that enables consistent delivery of customer value, proactive risk management, and strong execution across Commercial/Mid-Market customer portfolios. As a key member of the India Go-To-Market leadership team, this individual will partner closely with global Customer Success leadership, Renewals, Professional Services, Product, Engineering, and Support to ensure customers realize the full business value of Seismic's solutions. This role requires a leader who combines strategic thinking, commercial acumen, customer-centricity, and operational excellence with a demonstrated ability to build organizations, develop leaders, and influence stakeholders across geographies

Who you are:

• 18+ years of progressive experience in Customer Success, Account Management, Professional Services, Consulting, or related customer-facing functions within enterprise technology or SaaS organizations. 
• Significant leadership experience managing Customer Success organizations, including direct management and development of people managers. 
• Proven track record of leading large or complex customer portfolios with accountability for customer outcomes, revenue retention, and customer engagement. 
• Strong understanding of enterprise SaaS business models, customer lifecycle management, recurring revenue, and customer retention and expansion strategies. 
• Demonstrated ability to build and scale customer-facing teams, establish effective operating models, and lead organizational transformation. 
• Experience partnering with global business leaders and managing teams supporting customers across multiple geographies. 
• Strong commercial and business acumen, with the ability to connect customer success strategies to revenue protection, growth opportunities, and measurable customer value. 
• Experience using customer health metrics, product analytics, and performance dashboards to inform strategic decisions. 
• Exceptional executive communication, stakeholder management, and influencing skills, with the ability to engage senior business leaders and customer executives. 
• Strong ability to navigate ambiguity, lead change, manage competing priorities, and create organizational clarity in a dynamic business environment. 
• Demonstrated success developing leaders, building high-performing teams, and fostering a culture of accountability and continuous improvement. 

 

Preferred Qualifications 

• Experience leading Customer Success functions within a global enterprise SaaS, sales enablement, revenue enablement, or customer experience technology organization. 
• Previous experience scaling an India-based Customer Success organization supporting North American and International customers. 
• Experience managing from enterprise to commercial customer portfolios with complex, multi-stakeholder engagements. 
• Familiarity with Customer Success platforms, CRM systems, customer health analytics, and adoption measurement frameworks. 
• Experience leading operational transformation, process standardization, and automation initiatives within a Customer Success organization. 
• Strong understanding of commercial partnerships between Customer Success, Account Management, Renewals, and Professional Services functions. 

 

Leadership Attributes 

The ideal candidate will demonstrate: 

• Strategic Orientation: Connects Customer Success investments and execution with broader business objectives. 
• Customer & Commercial Acumen: Balances customer value realization with revenue retention and sustainable growth. 
• Enterprise Leadership: Operates effectively across functions, geographies, and organizational boundaries. 
• Talent Builder: Develops strong people leaders and creates scalable organizational capability. 
• Execution Excellence: Translates strategy into clear priorities, measurable outcomes, and consistent delivery. 
• Change Leadership: Thrives in ambiguity and leads teams effectively through growth, integration, and transformation. 

What you'll be doing:

Customer Success Strategy & Business Leadership 

• Lead the Customer Success Management portfolio in India, translating global Customer Success priorities into an actionable operating strategy that delivers measurable customer and business outcomes. 
• Develop and execute strategies to improve customer retention, product adoption, customer satisfaction, account health, and long-term customer value. 
• Drive consistent execution of Customer Success programs and engagement models across enterprise and strategic customer segments. 
• Partner with global Customer Success leadership to define operating priorities, performance expectations, resource allocation, and organizational capabilities. 
• Establish India as a strategic and integrated extension of the global Customer Success organization, ensuring strong alignment, accountability, and collaboration across regions. 

Revenue Retention, Customer Value & Growth 

• Drive execution against key Customer Success performance indicators, including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), Renewal Rate (RR), customer health, adoption, and risk mitigation. 
• Provide leadership oversight of customer portfolios, ensuring teams proactively identify and address risks to customer satisfaction, retention, and long-term relationships. 
• Establish a data-driven approach to monitoring customer engagement, product adoption, customer sentiment, and business outcomes. 
• Partner closely with Account Executives and Renewal Management leadership to develop retention strategies, identify expansion opportunities, and strengthen account-level execution. 
• Ensure delivery of high-quality Mutual Value Plans, Success Plans, Solution Health Reviews, and Strategic Business Reviews that demonstrate measurable business impact and return on investment. 
• Strengthen executive engagement and multi-level stakeholder relationships across customer organizations, including Sales, Marketing, Enablement, Operations, Finance, and IT. 

Organization Building & People Leadership 

• Lead, coach, and develop four Customer Success Managers (people leaders), building a strong leadership bench and fostering a culture of accountability, customer obsession, collaboration, and continuous improvement. 
• Build a scalable Customer Success organization by establishing clear roles, responsibilities, management practices, performance standards, and career development frameworks. 
• Drive workforce planning, talent acquisition, onboarding, capability development, and succession planning to support current and future business needs. 
• Establish consistent coaching and performance management mechanisms that strengthen customer engagement, strategic account management, commercial judgment, and execution excellence. 
• Develop a high-performance culture grounded in ownership, cross-functional partnership, operational discipline, and measurable customer outcomes. 

Operational Excellence & Portfolio Governance 

• Establish and continuously improve Customer Success operating rhythms, governance mechanisms, account review processes, and performance reporting. 
• Drive consistent application of customer segmentation, account health frameworks, risk assessment, escalation management, and proactive engagement strategies. 
• Leverage customer usage analytics, health scores, sentiment indicators, and performance dashboards to identify trends and drive informed decisions. 
• Ensure effective portfolio management, capacity planning, resource utilization, and prioritization across the Customer Success organization. 
• Identify opportunities to improve productivity, simplify processes, introduce automation, and scale best practices across teams. 
• Provide clear executive-level reporting on customer portfolio performance, emerging risks, operational priorities, and business outcomes. 

 

Global Stakeholder Partnership & Executive Engagement 

• Serve as a strategic partner to global Customer Success leadership and cross-functional executives, ensuring alignment on customer priorities and business outcomes. 
• Collaborate with Sales, Renewal Management, Professional Services, Technical Account Management, Product, Engineering, and Support to resolve complex customer challenges. 
• Build trusted relationships with executive stakeholders internally and within strategic customer accounts. 
• Lead cross-functional initiatives focused on improving customer experience, retention, product adoption, and expansion readiness. 
• Represent the India Customer Success organization in global business reviews, strategic planning discussions, and leadership forums. 
• Navigate complex organizational environments while driving alignment, accountability, and effective decision-making across geographically distributed teams. 

 

Key Performance Indicators & Deliverables 

Success in this role will be measured through: 

• Revenue Retention: NRR, GRR, RR and performance against customer retention objectives. 
• Customer Health & Value: Product adoption, customer engagement, value realization, and account health improvements. 
• Risk Management: Early identification, mitigation, and resolution of customer risks. 
• Customer Success Execution: Quality and consistency of Success Plans, Strategic Business Reviews, and customer engagement programs. 
• Operational Excellence: Portfolio coverage, team productivity, process effectiveness, and forecast accuracy. 
• Organizational Effectiveness: Leadership development, team performance, talent retention, and capability building. 
• Global Collaboration: Effective cross-functional alignment and execution against shared customer and business priorities. 

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Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.   

  

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