Position: Head of Customer Success / Director of Customer Success
Department – Customer Success)
Experience: 15 to 20 Years in a Managerial Role
Age:- 30 to 40 years
Location: Noida
About Us:
Founded in 2005, IDCUBE Identification Systems Private Limited operates globally, with offices in the USA, UAE, Malaysia, and India. We specialize in delivering on-premises and cloud-based physical security platforms to distributors and system integrators, backed by 4500+ successful product case studies from 20+ countries. Addressing the fragmented physical security market, our integrated approach minimizes costs and complexities associated with assembling solutions from diverse software brands. IDCUBE's software encompasses comprehensive modules for streamlined physical security management across various architectures.
Job Summary:
As the General Manager of Operations, you will be responsible for overseeing and optimizing the performance of various operational functions at IDCUBE. Your strong leadership skills, combined with your background in the Army and managerial expertise, will be instrumental in effectively managing cross-functional teams and ensuring the seamless execution of our operations.
Key Responsibilities / KRAs
1. Customer Success Leadership
- Own and manage the complete Customer Success Department operations across Pan India.
- Lead the Customer Success organisation, ensuring structure, clarity of roles, and high performance.
- Establish, monitor, and improve Customer Success performance frameworks aligned with business goals.
- Set clear KPIs/OKRs for all Customer Success teams and ensure alignment with business outcomes.
2. Strategic Planning & Operational Execution
• Develop and implement strategic plans, policies, and procedures that strengthen Customer Success and overall operations.
• Identify improvement opportunities in process, technology, and team capabilities.
• Ensure operational alignment between Customer Success goals and organisational objectives.
• Support senior leadership with insights, performance reporting, trend analysis, and improvement roadmaps.
3. Process Design, Improvement & Optimization
- Continuously review and refine existing Customer Success processes to drive operational efficiency, scalability, and effectiveness.
- Identify process gaps and deploy best-in-class practices across ticketing, support handoffs, case management, and customer interactions.
- Champion standardization, documentation, and institutionalization of best practices.
- Own overall ticketing, tracking, escalation, and resolution frameworks for customer queries and issues.
5. Customer Experience & Relationship Management
- Elevate the overall customer journey with a deep focus on structured improvements and proactive engagement.
- Serve as a senior escalation point for key customer issues and work cross-functionally to resolve.
- Ensure consistent customer engagement, expectation setting, and follow-through.
- Partner with Sales, Product, Marketing, and Operations to ensure customers achieve their desired outcomes.
6. On-Ground Customer Engagement
- Travel across Pan India to visit customers regularly; spend at least 1 week per region engaging directly with key accounts.
- Build strong customer relationships through in-person interactions with stakeholders and decision makers.
- 7. Cross-Functional Collaboration
- Work collaboratively with Product, R&D, Sales, Marketing, Supply Chain, Finance, and other functions.
- Ensure feedback loops are in place so customer insights, feature requests, and operational challenges are heard and acted upon.
- Drive alignment between Customer Success needs and Product/Engineering release priorities.
- Support Sales and Marketing with customer references, success stories, and case studies.
- Translate customer feedback into actionable improvements and ensure delivery through cross-functional partners.
- Drive internal visibility of customer sentiment, pain points, and experience trends.
9. People Leadership & Team Development
- Lead, mentor, and motivate teams across Customer Success, Operations, Support, and functional department heads.
- Develop talent through coaching, training, and performance development programs.
- Foster a customer-centric, performance-driven culture across teams.
- Ensure clear career growth paths and succession planning within Customer Success and operations.
Skills Required
- 15 to 20 years of managerial experience
- Proven leadership of Customer Success, Support, and Operations teams across Pan India
- Experience designing and implementing KPIs/OKRs, ticketing, escalation, and case management frameworks
- Strong cross-functional collaboration with Product, R&D, Sales, Marketing, Supply Chain, and Finance
- Willingness to travel frequently across Pan India (spend at least one week per region)
- Experience in physical security or security software/platforms (on-premises and cloud-based) or equivalent domain knowledge
- People leadership: mentoring, training, performance development, succession planning
- Proven ability in strategic planning, operational execution, process design and continuous improvement
- Background in the Army / military experience
- Based in or willing to relocate to Noida
What We Do
NextHire Consulting is an AI-driven recruiting platform that streamlines the hiring process for companies. By leveraging AI agents for sourcing, screening, and interviewing, the platform enables teams to focus on pre-qualified finalists. It provides data-driven insights into candidate soft skills and behavioral styles, aiming to disrupt traditional recruitment models with efficient, automated, and science-based talent acquisition solutions for businesses of all sizes.
