Job Description
JD: Director - Customer Success
Director – Customer Success
Location: Gurgaon (Onsite, 5 days a week)
Experience: 8+ years in Customer Success / Account Management / B2B Client Engagement (Cloud/IT Services preferred)
About Infra360
Infra360 is a fast-growing cloud and DevOps solutions company helping organizations modernize their infrastructure, accelerate delivery, and scale securely across AWS, Azure, and GCP. We partner with clients across industries to enable innovation through automation, reliability, and performance engineering.
Role Overview
We are looking for a strategic and customer-focused Director – Customer Success to lead and scale our client engagement function.
The ideal candidate will be responsible for driving customer retention, expansion, and long-term value realization across our cloud and DevOps portfolio. You will work closely with CXOs, founders, and technology leaders to ensure successful adoption of Infra360's solutions while identifying opportunities for growth and cross-sell.
This role requires a strong blend of relationship management, technical understanding, commercial acumen, and team leadership.
Key Responsibilities
Own overall customer lifecycle management – onboarding, adoption, value realization, retention, and expansion.
Build and maintain strong relationships with Founders, CXOs, and senior technology stakeholders.
Drive customer satisfaction (CSAT), retention rates, and Net Revenue Retention (NRR).
Identify upsell and cross-sell opportunities in collaboration with Sales and Presales teams.
Act as the executive escalation point for strategic accounts.
Develop customer success playbooks, health scoring frameworks, and engagement models.
Lead, mentor, and scale the Customer Success team.
Collaborate closely with Delivery, DevOps, and Cloud teams to ensure seamless execution.
Track account performance, renewal pipeline, churn risks, and revenue expansion metrics.
Stay updated on cloud, DevOps, and infrastructure trends to guide customers strategically.
Requirements
8+ years of experience in Customer Success, Key Account Management, or B2B Client Engagement (IT/Cloud/Tech services preferred).
Strong experience managing enterprise or mid-market B2B clients.
Proven track record in driving retention, renewals, and revenue expansion.
Strong understanding of Cloud (AWS/Azure/GCP), DevOps, or Infrastructure services.
Excellent executive communication, stakeholder management, and negotiation skills.
Experience building and leading Customer Success teams.
Data-driven mindset with experience in CRM and customer analytics tools.
Highly strategic, ownership-driven, and solution-oriented leader.
Available for immediate or early joining.
What We Offer
Opportunity to build and lead the Customer Success function at a high-growth cloud organization.
Direct exposure to leadership and strategic enterprise accounts.
Competitive compensation with performance-linked incentives.
Fast-paced, high-ownership work culture at our Gurgaon office.
