Lead - Customer Success Operations

Description:

Location: Bengaluru | Work from Office

Experience: 8–15+ years

Requirement: 1

Function: Enterprise Business

Reporting to: Head – Enterprise Business

About the Role

We’re looking for a Lead – Customer Success Operations to build and scale the post-sales engine for Apna’s Enterprise Business.

This is not just a customer support role. You’ll own what happens after the deal is signed — ensuring customers successfully launch, adopt, see value, renew, and grow with us.

You’ll work closely with our Enterprise Sales, Account Management, Product, Technology, and Operations teams to turn customer commitments into measurable outcomes and sustainable revenue.

If you enjoy building teams, solving complex customer problems, creating processes from scratch, and working at the intersection of customers + operations + revenue, this role could be a great fit.

What You'll Own

• Build and lead the Customer Success / Client Success function for Enterprise customers.
• Own the post-sales journey — implementation, onboarding, go-live, adoption, support, retention, renewals, and expansion.
• Partner with Sales and Account Management to improve customer adoption, retention, and revenue growth.
• Lead enterprise pilots from planning and execution through closure and commercial conversion.
• Build strong systems for customer support, SLA management, escalations, and issue resolution.
• Identify delivery, adoption, fulfilment, and retention risks before they impact the customer or business.
• Work with Sales and Revenue Operations on deal feasibility, fulfilment, pricing, and commercial governance.
• Build scalable processes, dashboards, SLAs, governance mechanisms, and operating rhythms as the business scales.
• Lead and develop high-performing teams across Customer Success, Operations, Delivery, and related functions.
• Act as a senior escalation point for strategic enterprise customers and internal stakeholders.

What We're Looking For

• 8–15+ years of experience across Customer Success, Enterprise Operations, Service Delivery, Business Operations, Revenue Operations, Program Management, or similar functions.
• Experience managing large enterprise/B2B customer portfolios with ownership of adoption, retention, renewals, service delivery, or revenue outcomes.
• Strong experience working with senior customer and business stakeholders.
• Experience building and scaling teams, processes, and operating frameworks in a high-growth environment.
• Strong commercial understanding — exposure to pricing, deal structuring, renewals, revenue retention, or account expansion is a plus.
• Strong analytical and problem-solving skills with a data-driven approach.
• Excellent stakeholder management and executive communication skills.
• Comfortable operating in an environment where processes are still being built and things move fast.

Preferred Background

We’re open to leaders from diverse backgrounds, including:

• B2B SaaS / Enterprise Technology
• HRTech / Recruitment / Staffing
• Marketplaces / E-commerce / Quick Commerce
• FinTech / Banking / Insurance
• Telecom / BPO / BPM
• IT Services / Managed Services
• GCC / Shared Services / GBS
• Other large-scale customer operations or service delivery businesses

What matters most is your ability to build, scale, solve, and own outcomes.

How We'll Measure Success

• Net Revenue Retention (NRR)
• Customer Adoption & Retention
• Time to Stable Go-Live
• Pilot-to-Sales Conversion
• SLA & Resolution Performance
• Deal Desk Turnaround Time
• Pricing & Commercial Compliance

Why This Role?

You’ll have the opportunity to build a critical function within Apna’s Enterprise Business, work with large enterprise customers, influence revenue outcomes, and shape how we scale our post-sales organisation.