Job Title

Senior Director — Customer Success & Account Growth ICCS | Noida (with travel to Mumbai, Hyderabad, and client locations) | Full-time | Reports to CEO About ICCS Founded in 2005, ICCS has spent two decades evolving from a customer operations provider into a Digital Transformation partner that co-powers enterprise growth. We deliver tech-enabled, human-centric business services across BFSI & FinTech, Healthcare, Travel & Hospitality, Telecom & D2H, Retail, E-Commerce & Quick Commerce, Utilities & Energy, and PSUs. Our work is organized around four strategic pillars — Engage, Accelerate, Transform, and Insight — combining empathetic delivery with AI precision to drive measurable client outcomes. We're recognized for our partnerships with Microsoft, AWS, Azure, Google, Cisco, Avaya, and Genesys, alongside a roster of clients that includes the Ministry of Tourism, the National Health Authority, Muthoot Finance, ICICI Prudential, Max Life, and Bajaj Allianz. ICCS is ISO 9001, ISO 27001, ISO 14001, ISO 22301, and ISO 45001 certified, and a member of NASSCOM, IAOP, ASSOCHAM, and FICCI. Beyond services, we've built a portfolio of proprietary digital platforms — DigX Omni (omnichannel cloud dialer), DigX AI Chat BOT, the DigX Voice Bot Suite (Collect, Sale, Care), and DigX QMS (learning management) — that our clients increasingly buy alongside our managed services. We're at an inflection point: scaling our Digital Transformation positioning, deepening relationships with our top 30 clients, and entering international markets (US, UK, Middle East). This role is central to that next chapter. The Role We're hiring a Senior Director, Customer Success & Account Growth to own the strategic health and expansion of our top 20 client relationships. This is not an operational account-management role. Our delivery teams own SLAs and execution. Our sales team owns new logos. You own the strategic relationship and the growth trajectory of our most important accounts — driving scope expansion, cross-selling our DigX platforms and digital services into existing managed-services clients, owning C-suite engagement, and serving as the early-warning system for any account at risk. You will report directly to the CEO and operate as a true peer to our Operations Head and Sales Head. What you'll do •Own C-suite relationships at our top 20 accounts.Be the senior ICCS face that client CXOs, COOs, and CFOs know personally. Build the kind of trust that allows hard conversations to happen early — about delivery, scope, pricing, and growth opportunities. •Drive 15-20% organic growth in covered accounts.Build account-specific growth plans for each. Identify cross-sell opportunities into our DigX platforms — selling DigX Voice Bot to a managed-services client, attaching DigX QMS to a CX engagement, expanding into adjacent service lines (Collections, Sales, Customer Service). Convert opportunities into signed contracts. •Operate as the early-warning system.Build and maintain a monthly account health dashboard for the top 20 — sponsor engagement, escalation patterns, billing posture, contract trajectory, competitive presence. Spot account deterioration six months before it becomes an exit conversation. •Resolve cross-functional escalations.When delivery has issues at a covered account, you're the one who sits with the client and with our Ops team to triangulate a path forward. You prevent stalemates, own outcomes, and keep both sides constructive. •Be the voice of the client in ICCS strategy.What do tier-1 BFSI clients want from our DigX roadmap? What service capabilities should we build next? Which adjacent industries are clients pulling us into? Your insights directly shape our service evolution and platform roadmap. •Support international expansion.As we open US, UK, and Middle East markets, your experience with what tier-1 clients expect — and where vendors typically fail — will shape how we go to market and how we set up customer success processes from Day 1. What we're looking for •12-18 years in the BPO/BPM industry,ideally at tier-1 firms (Concentrix, Tech Mahindra BPS, Genpact, EXL, WNS, HGS, or similar). •Direct ownership of a meaningful client portfolio —you've personally managed ₹50-100+ Cr of revenue across multiple accounts and grown it. We want someone who has signed expansion contracts, not just managed delivery. •Vertical depthin at least one of: BFSI / Insurance / Healthcare / Government. BFSI experience is strongly preferred given the composition of our portfolio and pipeline. •Comfort with digital + services bundles.ICCS sells managed services AND proprietary digital platforms (DigX). The right candidate has sold both, understands how AI/automation upsells work into existing relationships, and can articulate digital ROI in a CFO conversation. •International exposure —you've worked with clients in the US, UK, Middle East, or APAC. You understand what /"tier-1 ready/" means in these markets and can bring those standards to ICCS. •C-suite gravitas.You hold your own in a meeting with a CFO at HDFC Life, a COO at IndiGo, or a Joint Secretary at a central Ministry. This isn't learnable on the job — you bring it Day 1. •Comfortable with ambiguity, energized by pace.ICCS is a 20-year-old, ₹190+ Cr business with the agility of a much smaller company. You'll have less institutional infrastructure than at Concentrix, but more authority and faster decisions. We need someone who finds that energizing, not frustrating. •Direct, honest communicator.You tell clients hard truths. You tell us hard truths. You don't sugarcoat delivery issues or overpromise on roadmaps. This aligns with our brand value of Integrity — we act with honesty, transparency, and accountability. What we're NOT looking for A pure relationship manager from a SaaS company — different motion entirely. A junior person looking to grow into the role — we need authority Day 1. Someone whose career has been on the delivery side without commercial ownership. Someone who needs heavy institutional support to operate. Compensation & ReportingReports to:CEO, ICCS Compensation:₹50 Lakhs per annum incl Variable (negotiable for the right candidate) Plus:Standard benefits and a leadership equity discussion in Year 2 based on performance Travel:Approximately 30-40%, primarily to client locations across India, with international travel as our global footprint grows Why ICCS Most senior BPO roles today sit inside ₹5,000+ Cr companies where you're one of 50 directors and your portfolio is one slice of a slice. At ICCS, you'll own the strategic growth engine for the entire company.You'll work directly with the CEO and a tight leadership team. Your wins will visibly shape company trajectory. You'll help build the next chapter of an established mid-market BPO transitioning into Digital Transformation territory. If you've spent 15 years at a tier-1 BPO and are looking for a role where you can apply everything you've learned with real ownership and real impact — alongside a 20-year-old company with a proprietary digital platform stack and serious global ambitions — this is that role. Apply Send your CV toor apply via LinkedIn. We respond to all applicants within 5 working days. The initial conversation will be with our CEO directly — we don't believe in 7-stage interview processes for senior roles. Learn more about ICCS at .