Director - Implementation & Customer Success

At Elevatoz AgriTech, we harness technology to enhance productivity, traceability, and profitability for agribusinesses. Our solutions, including End-to-end supply chain traceability, authenticity verification, demand generation, and channel partner engagement, help agri-input companies optimize operations and increase efficiency.

We are seeking a dynamic and experienced professional to lead our Implementation, Customer Success and Customer Support function. The ideal candidate will bring 15+ years of experience in SaaS product delivery, customer success, and Support Management across geographies. This role will be pivotal in scaling our onboarding processes, ensuring timely delivery, and enhancing customer satisfaction and retention for our suite of B2B SaaS products.

Location: Bengaluru

Department: Customer Experience / Implementation

Experience: 10–15 years of experience in SaaS/Enterprise product implementation and

customer success roles.

Key Responsibilities:

• Lead and manage implementation and onboarding teams across geographies.

• Design, optimize, and standardize SOPs for product onboarding, rollout, and customer

support.

• Own end-to-end implementation lifecycle – from requirements gathering to go-live support.

• Collaborate with cross-functional teams including Product, Sales, Engineering and

Customer Success for smooth delivery.

• Define and monitor KPIs and success metrics (CSAT, NPS, TAT, Churn, etc.)

• Champion customer experience by ensuring timely configuration, training, and handover to

support.

• Improve operational efficiencies through automation, and process improvements.

• Manage escalations, complex integrations, and client relationships with a consultative

approach.

• Contribute to product roadmap through structured feedback loops from customers.

• Drive renewals, upselling, and cross-selling opportunities in collaboration with Sales.

• Budget ownership, forecasting, and resource planning for the implementation function.

Qualifications & Experience:

• 10–15 years of experience in SaaS/Enterprise product implementation and customer success

roles.

• Proven experience in leading teams and managing high-scale rollouts.

• Strong understanding of ERP/CRM systems, SaaS architecture, and product delivery

lifecycle.

• Familiarity with project management methodologies (Agile, Waterfall, Scrum).

• Excellent stakeholder management, communication, and problem-solving skills.

• Hands-on experience with tools like Salesforce, Zendesk, JIRA, HubSpot, etc.

• Track record of improving customer satisfaction, retention, and revenue growth.

What We Offer:

• A high-impact leadership role in a rapidly growing SaaS company.

• Global exposure and opportunity to work with leading brands.

• Collaborative and innovation-driven work environment.

• Competitive salary with performance-based incentives.

Industries:Consumer Services, Management Consulting, Marketing & Advertising