Head of Customer Operations: Success & Implementation

Location: Bengaluru, Karnataka (In office, 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

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