Description:

Customer Success (Head) Employer Branding & AmbitionBox

About Info Edge

Info Edge is Indias leading consumer internet company known for its strong brands in recruitment (naukri.com, naukrigulf.com, iimjobs.com, naukricampus.com), real estate (99acres.com), matrimony (jeevansathi.com) and education (shiksha.com). Starting with a classified recruitment online business, naukri.com, the Company has grown and diversified rapidly, setting benchmarks as a pioneer for others to follow either through setting up of in house brands or through the route of strategic investments and acquisitions. Zomato.com, policybazaar.com and Happily Unmarried Marketing Private Limited are our investee companies to name a few out of many.

The Opportunity:

As Employer Branding and AmbitionBox scale as strategic platforms for enterprises, Customer Success becomes a primary driver of growth, retention, and long-term partnerships. This role sits at the center of our most important customer relationships. The Customer Success(Head) will front-end growth and churn reduction, personally lead senior client conversations, and represent the business in QBRs, MBRs, and executive reviews. A critical mandate of this role is to build strong customer advocacy translating successful client outcomes into credible case studies, references, and proof of platform expertise in Employer Branding and AmbitionBox.

Your Mandate

You will own the end-to-end success, growth, and retention of customers across Employer Branding and AmbitionBox. This includes acting as the senior face of Customer Success for key enterprise accounts and converting customer outcomes into renewals, expansion, advocacy, and long-term value. You will work closely with Sales, Product, and Leadership to ensure Customer Success is a frontline growth function with visible market impact.

Key Responsibilities

1. Front-End Customer Growth, Retention, and Advocacy

- Personally lead strategic customer meetings, including QBRs, MBRs, and executive-level reviews

- Own senior relationships for large and strategic enterprise accounts

- Drive renewals, churn reduction, and account expansion

- Identify and close cross-sell and up-sell opportunities across Employer Branding and AmbitionBox in partnership with Sales

- Build and scale customer advocacy through:

High-quality case studies demonstrating platform expertise and outcomes

Customer references, testimonials, and thought leadership participation

Long-term champions within client organizations

2. Define and Optimize the Customer Lifecycle

- Own the end-to-end customer journey from onboarding to renewal

- Define key listening points across usage, satisfaction, and outcomes - Design structured, repeatable interventions at each lifecycle stage

- Segment customers and tailor success strategies by segment

- Continuously adopt best practices from high-performing SaaS and platform businesses

3. Lead and Scale Customer Success Execution

- Oversee onboarding, enablement, and adoption for Employer Branding and AmbitionBox

- Lead Customer Success Managers and post-sale teams

- Ensure consistent, high-quality execution across all accounts

- Partner with Sales on account planning, renewals, and expansion motions

- Build playbooks for growth, renewals, advocacy, and risk mitigation

4. Measure Impact and Drive Accountability

- Define and track core Customer Success, growth, churn, and advocacy metrics

- Establish strong operating cadences and review mechanisms

- Provide leadership with regular visibility into account health, renewals, expansion, and advocacy

- Use data to proactively identify risks and unlock growth opportunities

5. Embed Customer Success as a Growth Mindset

- Act as the voice of the customer across Employer Branding and AmbitionBox

- Partner closely with Product to influence roadmap, GTM strategy, and feature prioritization

- Align with Sales to ensure growth is driven with a retention-first approach

- Work with Leadership to align on targets, priorities, and performance

- Establish a closed-loop customer feedback and learning system

What You Bring

- 10+ years of experience in customer-facing, enterprise, or revenue-linked leadership roles

- Proven track record of front-ending customer relationships and executive conversations

- Strong ownership of renewals, churn reduction, account growth, and advocacy

- Experience across Customer Success, Account Management, Consulting, or Sales

- Deep understanding of recurring revenue and platform-based businesses

- Strong analytical and process orientation

- A leader who builds high-performing teams and raises standards

- Excellent communication, executive presence, and negotiation skills - Masters degree from a premium institute