Director, Client Value

We’d love to hear from you, if you:

• Product Adoption & Value Delivery - Lead discovery and exploratory conversations with the client to uncover pain points, challenges and needs to customise solutionsServe as the primary point of contact for assigned clients, ensuring Mindtickle solutions drive measurable business outcomes. Translate client goals and challenges into actionable plans that align with Mindtickle’s offerings .Drive product adoption and deliver ROI 


• Account Retention & Growth - Manage renewal conversations by proactively demonstrating ROI, mitigating churn risks and building stakeholder alignment.Identify and drive cross-sell and upsell opportunities through strategic account planning. Develop multi-threaded relationships across client organizations, including C-suite stakeholders, to build advocacy and deepen partnerships. Drive expansion across BUs, functions, geos.


• Strategic Client Engagement - Lead QBRs, MBRs, and ongoing value conversations focused on customer ROI and long-term impact. Monitor and act on key health metrics (Customer ROI, % Monthly Active Users, Health Score, GRR, NRR) to preempt risks and capitalize on opportunities.


• Program & Stakeholder Management - Collaborate with internal teams (primarily Engagement Manager and occasionally other teams such as Product, Sales, Services) to ensure seamless delivery, client satisfaction and account growth. Manage complex, multi-stakeholder client programs with clear ownership and outcomes.


• Develop a best-in-class customer value driven team and structures - Lead, mentor, and develop a high-performing team by providing regular coaching, feedback, and growth opportunitiesOwn end-to-end team staffing including headcount planning, recruitment, onboarding, and succession planningFoster a culture of ownership, accountability, and continuous learning within the teamIdentify skill gaps and drive initiatives for upskilling, cross-training, and career progressionAct as a culture champion, role-modeling company values and promoting inclusion, transparency, and psychological safety


• Continually innovate and refine internal playbooks, processes, workflows and systems leveraging first principles as well as industry best practices.


• Accelerate customer response time by debottlenecking for the team, as required

We’d love to hear from you, if you:

• Business & Strategic Capabilities - Deep understanding of business strategy, operations, and industry trends, with the ability to engage clients in big-picture conversations.Strong problem-solving skills with a structured, first-principles approach to client challenges.Ability to collaborate with clients to uncover their broader organizational goals, and strategically align product and service offerings to drive measurable business outcomes.


• Client & Program Management - Experience managing large-scale, client-facing programs with multiple stakeholders.Strong communication and influence skills, capable of engaging senior executives and translating complex ideas into actionable plans.Ability to lead strategic conversations centered around ROI, adoption, and long-term outcomes.


• Commercial AcumenPrior experience in consultative selling, customer success, or account management, ideally in SaaS or tech environments.Demonstrated success in managing renewals and driving account expansion.


• Technical & Analytical SkillsStrong grasp of Mindtickle’s product suite and services, enabling effective solution design and value articulation.Comfort working with technical products and translating client needs into technical solutions.Data-driven mindset with experience tracking customer metrics to inform decision-making and proactive engagement.

Experience Required:

• 10+ years of experience in client service, consulting, strategy, or customer success roles.
• Experience in a top-tier management consulting firm is preferred.
• Exposure to enterprise SaaS or technology clients is a plus.
• Prior account management and quota-carrying experience is preferred Advanced degree (MBA or equivalent) preferred.
• Prior team and client management experience is a must. Team management experience includes hiring, coaching / mentoring, and building competitive  processes and structures 
• Location: Pune or Bangalore
• Willingness to travel domestically or internationally as needed.

Success Metrics

• Value Realisation Metrics – Demonstrated business impact and ROI for clients
• Product Adoption and Engagement – % Monthly Active Users (MAU), C-SAT
• Customer Health Score – Overall health and satisfaction of assigned accounts
• Renewal and expansion metrics – GRR and NRR translating to $ quota achievement