Customer Success Director - India

About the Role

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.

What You'll Do

• Team Leadership & Performance: Lead, coach, and develop a team of technical Customer Success Engineers (CSEs) acting as extensions of customer engineering teams while optimizing engagement processes and risk mitigation
• India GCC Revenue & Strategy Motion: Drive the strategic direction of the India GCC customer success motion with a revenue-active mandate focused on solution adoption, account expansion, and senior-level executive relationships
• Cross-Functional Alignment & Compliance: Collaborate with global Sales, Services, Product, and Engineering teams to ensure a cohesive customer journey, rapid escalation resolution, and compliant global scaling
• Value Demonstration & Business Reviews: Oversee QBRs/CBRs using CopadoInsights and DORA metrics (Deployment Frequency, Lead Time) to demonstrate clear ROI, communicate customer needs internally, and safeguard renewals

What We're Looking For

• Technical CS Leadership & GCC Expertise: Proven track record leading technical Customer Success or Account Management teams in SaaS/Cloud, with deep experience navigating the operational frameworks of Global Capability Centres (GCCs)
• DevOps DNA & AI Application: Deep foundational understanding of Salesforce DevOps, Git, CI/CD pipelines, and a proven ability to leverage AI tools to drive team productivity and innovation
• Strategic Communication & Retention: Excellent interpersonal, presentation, and strategic thinking skills with a demonstrated history of driving customer satisfaction, retention, and expansion
• Preferred Platform & Toolchain Knowledge: Deep familiarity with Copado/Salesforce Cloud products, AI Agent/Agentic Enterprise models, Agile methodologies, and enterprise toolchains (ALM, ITSM, security/compliance)

About Copado

Copado is the leading DevOps platform for Salesforce, revolutionizing how the world's largest organizations achieve success in their Salesforce deployments. Our mission is to accelerate the Salesforce development lifecycle, support digital transformation, and deliver unparalleled value to our customers. We continuously innovate, ensuring our platform meets the evolving needs of Salesforce developers and operations professionals.