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Associate Director of Customer Success

TrackierNoida, Uttar Pradesh, IndiaNew
On-site Full-time

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Experience Level

Senior Level Manager

Qualifications

To excel in this role, candidates should possess:A proven record in customer success, onboarding, or a related field, preferably within the SaaS industry. Strong leadership skills with experience in managing diverse teams and driving performance. Excellent communication and interpersonal skills, with the ability to build relationships with clients and internal stakeholders. Technical acumen to assist with SDK/API integration and troubleshooting. Analytical skills to assess customer needs and drive improvements in onboarding and customer success processes.

About the job

Trackier is a SaaS company based in Noida that develops performance marketing and mobile marketing software for clients in over 20 countries. For nearly a decade, the company has focused on improving website conversions for brands through a suite of products covering performance, eCommerce, and mobile needs. The platform helps ad networks, agencies, and advertisers manage publisher relationships and optimize marketing campaigns in one place.

Role overview

The Associate Director of Customer Success will lead the Demo & Onboarding vertical, managing a team of both experienced professionals and new hires. This group handles product demonstrations, onboarding, account management, technical implementations (including SDK, API, and tracking setup), and the full customer lifecycle. The position sets strategic direction, develops systems, and mentors the team through complex demos, technical decisions, and go-live milestones.

What you will do

  • Build, mentor, and grow a high-performing Demo & Onboarding team. Accelerate onboarding for new hires and support ongoing development for experienced team members through clear expectations and structured coaching.
  • Foster strong account management by building long-term client relationships and acting as a strategic partner.
  • Implement a management system: conduct weekly one-on-ones, review demos and onboarding processes, maintain performance dashboards, and set quarterly goals for onboarding turnaround, go-live quality, and demo effectiveness.
  • Identify and pursue revenue growth opportunities, including upselling, cross-selling, and account expansion for both yourself and your team.
  • Recognize high-potential talent, create development pathways, and nurture future leaders within the function.
  • Set a team culture focused on proactive ownership, hands-on execution, and a customer-first approach, holding the team accountable to these values.
  • Take responsibility for key metrics such as response times, customer satisfaction, retention, and revenue contributions.

Onboarding and technical implementation

  • Own the entire onboarding process from kickoff through to successful go-live, ensuring smooth SDK/API integrations, tracking setups, and validation.

What Trackier is looking for

The ideal candidate is a proactive leader who takes ownership and moves from reactive problem-solving to strategic planning. Anticipating risks, developing scalable processes, and fostering team growth are essential. Confidence in driving initiatives independently is important for success in this role.

About Trackier

Trackier is at the forefront of Performance Marketing Software, innovating solutions for Ad Networks, Agencies, and Advertisers. With a commitment to excellence and growth, Trackier enables businesses to enhance their marketing strategies and achieve measurable results.

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