Customer Success Director

Customer Success Director - India About Copado Copado is the #1 DevOps Platform for Salesforce and the Cloud. We deliver an AI-enabled devops platform to enhance human’s ability to orchestrate business application development in the agentic age to drive digital transformation for 1,500+ of the most innovative brands on the planet — from Coca-Cola to T-Mobile to Volkswagen. Our agentic platform unites non-technical admins and pro-code developers on the same system and empowers enterprises to scale end-to-end software delivery across multi-cloud environments. We operate in a dynamic and competitive industry and our consistent growth reflects our continued commitment to innovation and customer success. Job Summary As the Customer Success Director - India at Copado, you will oversee a new team of technical Customer Success Engineers (CSEs) who are the primary advocates for our strategic customers operating Global Capability Centres (GCCs) in India. Reporting to the Global VP of Customer Success and with a dotted line to our India Country leader, you will ensure successful revenue retention, customer expansion, and seamless technical adoption. By focusing on driving the adoption of Copado, managing complex releases, increasing productivity across customer projects, and demonstrating customer value, you will play a key role in achieving our mission of making release days obsolete. You will also ensure your team acts as a strategic bridge between India-based execution teams and their global HQs. Key Responsibilities - Lead and develop a team of highly technical Customer Success Engineers (CSEs), ensuring they have the guidance and resources necessary to excel in acting as an extension of the customer's engineering team. - Drive the strategic direction of the India GCC customer success motion, enforcing a strictly revenue-active mandate, focused on solution adoption, and expansion. - Monitor team performance, providing regular feedback and coaching to enhance individual and group productivity. - Foster a culture of continuous improvement by refining customer engagement processes and implementing best practices in customer success management and risk mitigation. - Collaborate cross-functionally with Sales, Services, Support, Product, and Engineering across global hubs to ensure a cohesive customer journey, facilitate the resolution of complex issues, and ensure India teams scale without violating global compliance. - Oversee the execution of Customer Business Reviews (CBRs/QBRs) and other strategic customer meetings, ensuring your team effectively uses CopadoInsights and DORA metrics (Deployment Frequency, Lead Time, etc.) to demonstrate value and ROI. - Develop and maintain senior-level relationships within key India GCC accounts, acting as an escalation point for critical customer issues and renewal risks. - Champion customer needs internally, providing feedback to leadership on how Copado can better serve its customer base. Qualifications & Experience - Proven experience in leading technical customer success, or account management teams in a SaaS or cloud-based environment. - Strong leadership skills with the ability to motivate and drive team performance. - Excellent communication, interpersonal, and presentation skills. - Strong "DevOps DNA" with a deep understanding of Salesforce DevOps, Git, CI/CD, and pipelines. - Experience in managing and supporting global customers and understanding the unique operational framework and cultural dynamics of Global Capability Centres (GCCs). - Deep understanding of customer success principles and practices, with a track record of achieving customer satisfaction and retention goals. - Proven ability to leverage AI in your work and lead teams that apply it. - Strategic thinker with the ability to grasp complex product functionalities and translate them into customer benefits. Additional Skills and Qualities: - Extensive knowledge of Copado’s platform, Salesforce Cloud products, and solutions. - Familiarity with the shift toward AI Agents, "Agentic Enterprise" models, or autonomous DevOps workflows. - Familiarity with agile methodologies, testing frameworks, and enterprise toolchains (ALM, ITSM, security & compliance tools).