Associate Director

Job Title: Associate Director – Customer Success

Location:

Gurgaon

Experience

9+ years

Qualification

Master’s degree in Business Management, IT, or Commerce.

Job Summary

Join Ginesys as Associate Director – Customer Success to lead customer engagement, business outcomes, and team operations in Goa. This role is dedicated to driving customer and revenue growth, developing high-performing teams, and ensuring seamless, value-led service for retail enterprises.

What You’ll Achieve

• The ideal candidate will leverage strategic business acumen and a strong customer focus to increase
• revenue, optimize adoption, and deliver outstanding customer experiences and retention.
  
  

You Will

• Demonstrate high business acumen, understanding client needs and aligning service delivery with revenue growth plans and organizational priorities.
• Develop and execute robust customer success plans, managing onboarding, training, and ongoing support for enterprise clients.
• Proactively identify and address customer challenges, providing solutions and
• recommendations to drive client success and prevent churn.
• Collaborate with cross-functional teams including Sales, Product, and Support to ensure a seamless and unified customer experience.
• Conduct regular business reviews with customers to assess performance, highlight areas for improvement, and identify new expansion opportunities.
• Monitor customer health and usage metrics, responding early to risks and advocating for client needs within internal teams.
• Act as a customer advocate, providing feedback and insights to drive service improvements and influence product enhancements.
• Lead and mentor customer success and support teams to excel in customer delivery and operational excellence.
• Stay up-to-date with industry trends and best practices, embedding new techniques and approaches into business processes.
  
  

Essential Requirements

• Master’s degree in Business Management, IT, or Commerce.
• 9–15 years’ experience in customer success, service delivery, or operations (preferably within SaaS or retail technology).
• At least 5 years leading teams, with a track record of business growth and customer value delivery.
• Strong interpersonal, analytical, and business development skills.
• Skilled in CRM and customer management platforms.
  
  

Desirable Requirements

• Experience with OMS, ERP, or omnichannel retail supply chain platforms.
• Exposure to developing and executing customer success strategies in SaaS environments.
• Proven ability to drive operational improvements, revenue plans, and team engagement.
  
  

Take this first step towards your dream career and an insane learning path.

Every Ginesys team member brings something unique to the table.

Benefits

We like to think that talent grows at Ginesys One and stays at Ginesys. To ensure this, we provide our employees with the best working environment, the latest technology and continuous support. We go out of our way to retain the small business feeling with which we started and stimulate innovation and collaboration through teamwork and our non-hierarchical approach. We offer competitive salary, and other fantastic perks and benefits, such as:

Ginesys Academy for holistic training and development.

• Comprehensive health insurance coverage.
• Excellent rewards and recognition policy.
• Transparent compensation policy with no unnecessary deduction in CTC.
• Annual company off-site and a variety of events, celebrations throughout the year.
• Travelling opportunities between our offices across the country.
• Annual Ginesys walkathon & related sporting events.
• Quarterly Coffee with CEO.
  
  

Here’s our story; now tell us yours:

“Ginesys One” is India’s best omni retail suite backed by Ginesys, the first integrated Retail specific ERP software for online retail, offline retail and distribution. It is the largest Indian company in the retail tech industry catering to both online and offline needs. 1200 + brands including (Manyavar, V-Mart, Skechers) are accelerating their businesses with Ginesys. With a team of 400+ employees, Ginesys One plans to revolutionize retail by being a single-stop cloud-based retail suite.

We have a pan India presence with offices in major cities including Gurgaon, Kolkata, Bangalore, Hyderabad, Mumbai, Coimbatore & Goa and are expanding rapidly. We love the challenges of retail and are busy solving them to create a great retail tech suite.

Ginesys core mission is to continue to build world-class internal service capabilities, in a bid to deliver outstanding external service value to customers. We are an ISO-certified and SOC compliant company having won myriad awards for our innovation and support. For further information, please visit our website http://ginesys.in