Head of Customer Operations: Success & Implementation

Location: Bengaluru, Karnataka (On-site, with travel to customer campuses)

Type: Full-time

Reports to: CEO

About the Role

We're looking for a senior, hands-on leader to head Customer Success & Implementation—someone who has built and led customer-facing teams in B2B SaaS (ideally EdTech), owns revenue outcomes, and can run this function independently. This is a build-and-own role: you will inherit a newly hired team of Technical Customer Success Managers, a documented operating playbook, and full ownership of the customer lifecycle from deployment to renewal.

Key Responsibilities

• Own the complete customer lifecycle: implementation, adoption, support, renewals, and expansion.
• Carry revenue accountability for the function, with ownership of Net Revenue Retention (NRR) and Gross Renewal Rate.
• Lead, coach, and scale a team of 3–5 Technical Customer Success Managers/Implementation Specialists, including hiring, certification, performance management, and career development.
• Personally manage strategic enterprise accounts.
• Own and evolve the Customer Success operating system, including service tiers, account health scoring, escalation structure, sales-to-deployment handoff, communication standards, and collections cadence.
• Drive proactive account health management with a zero-surprise churn approach by identifying at-risk accounts early and executing documented recovery plans.
• Partner with Sales on customer handoffs and expansion opportunities, and collaborate with Engineering on escalations and customer health initiatives.
• Report function KPIs directly to the CEO.

Requirements

• 6–10 years of experience in B2B SaaS across Customer Success, Implementation/Delivery, or Account Management, including 2–3+ years leading customer-facing teams.
• Experience in EdTech or education-focused SaaS is strongly preferred.
• Experience managing institutional or enterprise customers with multiple stakeholders, procurement processes, IT teams, and long sales/renewal cycles.
• Demonstrated commercial ownership, including responsibility for renewals, retention, NRR, pricing discussions, collections, and customer save conversations.
• Proven ability to build and scale processes, playbooks, or teams.
• Technical fluency with APIs, integrations, product demonstrations, and collaboration with engineering teams.
• Strong executive presence and excellent written and verbal communication skills.
• Experience hiring, coaching, and developing customer-facing talent.
• Based in Bengaluru or willing to relocate, with flexibility to travel regularly to customer campuses.

Nice to Have

• Experience at a Series A–C startup during a high-growth phase.
• Exposure to fee collection or payment workflows within educational or institutional environments.
• Experience serving as the second-in-command within a Customer Success or Delivery organization.
• Familiarity with customer support platforms, CRM systems, and customer health score dashboards.

KPIs You'll Own

• Net Revenue Retention: ≥100–105%
• Gross Renewal Rate: ≥90%
• Zero surprise churn
• Founder escalations: <3/month by Month 6
• Team SLA attainment: ≥95%
• CSAT ≥4.5/5
• NPS ≥40
• Module adoption: ≥75% of purchased features actively used

Why Join Us

• Full ownership of a business-critical function
• Competitive salary and equity
• Performance bonus
• Open vacation policy
• Commuter benefits
• Collaborative and high-growth work environment