Director - Customer Success

Job Description

About the RoleThis is a senior regional leadership role at Loop, reporting to the Head of Customer Success (Mid-Market). As the Director, Customer Success, you will be responsible for servicing, retention, and expansion of a portfolio of key accounts, ensuring seamless renewals and strategic revenue growth. You will directly manage a team of 5-10 Customer Success Managers (CSMs) and play a pivotal role in achieving high customer satisfaction and retention metrics.As the third escalation point in the customer success hierarchy, you will lead account health reviews, revenue reviews, and proactive engagement strategies to drive exceptional outcomes for customers. The ideal candidate is a hands-on leader with a strong analytical mindset, capable of executing both high-touch customer engagement and scalable customer success processes.Key ResponsibilitiesAccount Servicing: Delivering a World-Class Employee Benefits ExperienceLoop provides five core employee services to every corporate customer:

• Seamless policy issuance Ensuring policies and e-cards are issued on time, with zero errors.
• Claims excellence Ensuring hassle-free claims experiences for employees.
• Proactive customer support Ensuring employee queries are resolved quickly and empathetically.
• Product adoption Driving engagement with the Loop mobile app for claims, teleconsultations, and diagnostic bookings, HR Dashboard usage by HR, HRMS integrations, and more.
• Data-driven insights Providing monthly policy performance updates and strategic recommendations.

Account Retention & Expansion: Achieving 120 PERCENT Net Revenue Retention (NRR)Retention and expansion of existing customers are core revenue drivers at Loop. Your success will be measured by:

• 90 PERCENT logo retention Ensuring high customer renewal rates through proactive engagement and risk mitigation.
• 110 PERCENT Net Premium Retention (NPR) Driving growth in premium retention through policy enhancements.
• 120 PERCENT NRR Expanding accounts through cross-sell and upsell opportunities.

As the Director, Customer Success, you will:

• Own and implement scalable processes to ensure these five pillars are delivered consistently.
• Lead a team of CSMs to drive proactive, high-touch engagement and long-term customer value.
• Serve as the third escalation point, resolving critical servicing challenges in collaboration with Operations and Claims leadership.
• Collaborate closely with colleagues in sales, pricing, operations, claims, product, and technology teams.
• Execute structured playbooks for renewals, cross-sell, and upsell.
• Own revenue accountability for your portfolio, ensuring consistent growth.
• Use data-driven insights to identify expansion opportunities and proactively mitigate churn risks.
• Collaborate with Sales, Product, and Delivery teams to ensure customers maximize Loops offerings.

Team & Leadership Scope

• Directly manage a team of 5-10 CSMs, ensuring high performance and professional growth.
• Conduct regular account health and revenue reviews to track and optimize customer success KPIs.
• Define a high-performance culture through coaching, performance tracking, and operational excellence.
• Contribute to the strategic direction of customer success by implementing best-in-class processes and industry benchmarks.

Key Qualifications & SkillsStrategic Leadership & Execution

• 8 years of experience in B2B customer success or account management.
• Background in insurance broking is preferred.

Process & Data-Driven Execution

• Proven ability to define and implement structured playbooks & SOPs for customer success.
• Strong analytical skills in account health scoring, churn risk analysis, and revenue growth strategies.

People & Culture Leadership

• Experience leading customer success teams (5-10 direct reports).
• Skilled in daily huddles, KPI tracking, performance management, and coaching.
• Passion for hiring, training, and developing future leaders within the team.

Customer-Centric & High-Touch Engagement

• Strong executive relationship-building skills with HR leaders and corporate stakeholders.
• Deep empathy for customers and a solutions-first mindset.
• Willingness to engage in high-touch, in-person client meetings to foster long-term partnerships.

Why Join Loop

• Own a high-impact portfolio, directly influencing revenue and customer experience.
• Build and scale a best-in-class retention team in Indias fastest-growing insure-tech.
• Be part of a mission-driven company focused on redefining healthcare and insurance.
• Growth path to broader leadership roles in the company.

Interested Apply now! This is an exciting opportunity for a results-driven customer success leader who thrives in a fast-paced, high-growth environment. If this sounds like you, lets talk! Locations: Hyderabad

Keyskills :
customer success management team leadership data analysis techniques strategic growth initiatives client relationship building hrms employee benefits employee services performance management