Customer Success Director – Data Centre Operations

3 days ago


Mumbai, Maharashtra, India UpMan Placements Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Role Description

  • Client Relationship Management
  • Act as SPOC for hyperscale clients across all touchpoints, ensuring consistent, personalized, and positive engagement.
  • Build and maintain strong, trusted partnerships with senior client stakeholders.

  • Customer Experience Lifecycle Management

  • Own and manage the end-to-end customer journey from onboarding to operations, handover, and beyond.
  • Drive
    post-handover design changes
    in alignment with client needs, ensuring flexibility and operational excellence.
  • Monitor, analyse, and resolve Root Cause Analysis (RCA) cases, ensuring timely communication and customer confidence.

  • Crisis & Escalation Management

  • Lead client crisis management and escalations with urgency and transparency.
  • Collaborate with internal operations, engineering, and leadership teams to implement corrective actions and prevent recurrences.

  • Customer Retention & Loyalty

  • Develop and execute client engagement strategies to improve satisfaction, retention, and lifetime value.
  • Drive post-sales loyalty programs, customer advocacy initiatives, and operational excellence to strengthen brand value.
  • Implement structured feedback mechanisms to continuously enhance services.

  • Strategic Insights & Growth

  • Provide customer insights to influence product/service improvements and future data centre design strategies.

Work with business leadership to align customer success outcomes with long-term business goals.

Qualifications

  • 8–12 years of experience in
    Customer Success / Client Engagement / Service Delivery
    , preferably in
    Data Centre Operations / Cloud / Hyperscale Infrastructure
    .
  • Strong expertise in
    customer lifecycle management, escalations, and crisis handling
    in mission-critical environments.


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