Customer Success Director - India

About this role

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Skills you'll use

What you'll do

• Team Leadership & Performance: Lead, coach, and develop a team of technical Customer Success Engineers (CSEs) acting as extensions of customer engineering teams while optimizing engagement processes and risk mitigation
• India GCC Revenue & Strategy Motion: Drive the strategic direction of the India GCC customer success motion with a revenue-active mandate focused on solution adoption, account expansion, and senior-level executive relationships
• Cross-Functional Alignment & Compliance: Collaborate with global Sales, Services, Product, and Engineering teams to ensure a cohesive customer journey, rapid escalation resolution, and compliant global scaling
• Value Demonstration & Business Reviews: Oversee QBRs/CBRs using CopadoInsights and DORA metrics (Deployment Frequency, Lead Time) to demonstrate clear ROI, communicate customer needs internally, and safeguard renewals
• What We're Looking For
• Technical CS Leadership & GCC Expertise: Proven track record leading technical Customer Success or Account Management teams in SaaS/Cloud, with deep experience navigating the operational frameworks of Global Capability Centres (GCCs)
• DevOps DNA & AI Application: Deep foundational understanding of Salesforce DevOps, Git, CI/CD pipelines, and a proven ability to leverage AI tools to drive team productivity and innovation
• Strategic Communication & Retention: Excellent interpersonal, presentation, and strategic thinking skills with a demonstrated history of driving customer satisfaction, retention, and expansion
• Preferred Platform & Toolchain Knowledge: Deep familiarity with Copado/Salesforce Cloud products, AI Agent/Agentic Enterprise models, Agile methodologies, and enterprise toolchains (ALM, ITSM, security/compliance)

About Copado

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