# Associate Director - Customer Experience

> Weekday AI · Mumbai, India · Full-time · Posted 2026-07-30

**Salary:** INR 2,500,000–2,800,000

**Workplace:** on_site

**Department:** Weekday's Client via platform

## Description

**This role is for one of the Weekday's clients**

**Salary range: Rs 2500000 - Rs 2800000 (ie INR 25- 28 LPA)**

Min Experience: 7+ years

Location: Mumbai  
JobType: full-time

We are looking for an experienced **Associate Director – Customer Experience** to lead the success of a portfolio of enterprise customers from both a technical and business perspective. In this role, you will serve as a trusted advisor to strategic accounts, driving customer onboarding, adoption, retention, renewals, and long-term growth while ensuring customers achieve measurable business outcomes.

Beyond customer success, you will own the commercial performance of your accounts, including revenue growth, renewals, expansion opportunities, profitability, and P&L management. Working closely with Sales, Product, Engineering, and Support teams, you will help enterprise customers maximize the value of a modern SaaS platform while contributing directly to business growth.

## Requirements

### Key Responsibilities

-   Build trusted relationships with enterprise stakeholders by acting as both a strategic business advisor and technical partner.
-   Own a portfolio of strategic enterprise accounts, ensuring customer health, adoption, retention, and long-term success.
-   Conduct executive business reviews, aligning platform capabilities with customer objectives and identifying growth opportunities.
-   Manage account commercials, including renewals, upsell/cross-sell opportunities, profitability, and overall account P&L.
-   Partner closely with Sales and Customer Success leadership to increase customer lifetime value.
-   Lead customer onboarding and implementation, supporting API integrations, JSON payloads, Postman, and cURL-based workflows.
-   Drive platform adoption through health checks, best-practice recommendations, and optimization initiatives.
-   Manage technical escalations by troubleshooting issues using logs, monitoring tools, and collaborating with Product and Engineering teams.
-   Proactively identify customer risks, develop mitigation strategies, and improve retention.
-   Create documentation, troubleshooting guides, implementation playbooks, and root cause analyses (RCAs).
-   Act as the voice of the customer by providing actionable product feedback and influencing future roadmap decisions.

### Requirements

-   7–9 years of experience in Customer Success, Technical Account Management, Customer Experience, Professional Services, or Enterprise SaaS.
-   Proven experience managing enterprise customers and executive-level stakeholders.
-   Strong business acumen with experience driving renewals, customer growth, and commercial outcomes.
-   Experience owning account profitability, customer lifecycle management, and strategic account planning.
-   Strong analytical, problem-solving, and stakeholder management skills.
-   Ability to collaborate effectively across Engineering, Product, Sales, and Support teams.
-   Excellent communication and project management abilities.

### Preferred Qualifications

-   Experience with CRM platforms such as Salesforce or HubSpot.
-   Working knowledge of SQL/NoSQL databases and enterprise data flows.
-   Familiarity with APIs, Kafka, Grafana, Sentry, Postman, and similar technical ecosystems.
-   Exposure to Conversational AI, chatbot platforms, or AI-powered customer experience solutions.
-   Experience managing enterprise portfolios with revenue ownership.
-   Strong documentation and knowledge management skills.

### What You'll Bring

-   Customer-first mindset with strong commercial awareness.
-   Ability to balance technical problem-solving with strategic business consulting.
-   Experience identifying account expansion opportunities and driving long-term customer value.
-   Strong ownership mentality with a focus on measurable business outcomes.
-   Passion for building lasting customer relationships in a fast-paced SaaS environment.

### Must-have Skills

-   Customer Retention
-   Customer Relationship Management (CRM)
-   API Testing

### Good-to-have Skills

-   Salesforce / HubSpot
-   SQL / NoSQL
-   Conversational AI
-   Kafka
-   Grafana
-   Sentry
-   Enterprise SaaS
-   Technical Account Management

## Apply

[Apply at Weekday AI](https://apply.workable.com/weekday-1/j/8D421E9D06/apply)

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