Director - Customer Success - Data Centre Operations

Director - Customer Success - Data Centre Operations (15-20 yrs)

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.