Infoedge - Head - Customer Engagement - Zwayam

Job Description : Head of CEPA Team

Position Overview :

Looking for a senior executive to own driving success for our customers on the Naukri SaaS recruitment product lines. The incumbent will manage a team of about 25 members.

This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.) and monitoring the health of accounts.

Responsibilities :

- Drive Customer Success Outcomes, working closely with regional team leads and team members

- Increase platform adoption, renewal rates and reduce churn

- Expand revenue in accounts through cross-sell and up-sell

- Enhance customer value realization through higher product adoption, customer satisfaction and overall health scores

- Create a rapport between internal stakeholders - account management, product team etc

- Define and Optimize Customer Lifecycle

- Define segmentation of customer base and varying strategies

- Establish system for tracking metrics

- Create cadence for review within team

- Align with Executive Team around key metrics and objectives

- Create rapid onboarding process for new team members

- Encourage continuous learning within team

- Enhance Effectiveness and Efficiency Through Technology

- Drive company-wide definition of ideal customer

- Create company-wide customer feedback loop

Required Experience/Skills :

- 10+ years experience in leading customer-facing organizations, managing SaaS products

- Ability to manage influence through persuasion, negotiation, and consensus building

- Ideally combined background of post-sale and sales experience

- Strong empathy for customers and passion for revenue and growth

- Deep understanding of value drivers in recurring revenue business models

- Analytical and process-oriented mindset

- Demonstrated desire for continuous learning and improvement

- Enthusiastic and creative leader with the ability to inspire others

- Excellent communication and presentation skills