About Wishup

Wishup is India’s largest remote work platform (since 2017), connecting global businesses with top remote professionals in roles such as Virtual Assistants, Operations/Admin Managers, Executive Assistants, Project Managers, Bookkeepers, and Accountants. With a stringent 0.1% acceptance rate, each professional is upskilled and managed via our AI-based remote work tool.Backed by marquee investors (Orios Ventures, Inflection Point Ventures, 500 Startups, and Tracxn Labs), Wishup’s leadership team includes alumni from premier institutes like IIT Madras, IIM Ahmedabad, IIT Kanpur, IIT Bombay, and DCE.

About the role, Key notes:
- Profile – Client Success Head
- Role – Full time
- Grade – Sr. Manager / AVP
- Location – Work from Office (Bengaluru)
- Work hours – Mon to Fri / US Shift (6:30 PM to 3:30 AM IST)

What will you do?

Own customer retention, expansion, and net revenue outcomes by building a scalable
Customer Success organisation, systems, and operating model. This role is accountable for
results and leadership—not day-to-day account execution.

1.



Revenue Retention & Expansion Ownership
• Own gross churn, net revenue retention (NRR), renewals, and expansion MRR
across all client segments.
• Design and execute churn-reduction strategies using leading indicators and cohort
analysis.
• Build a predictable expansion engine (upgrades, add-ons, account scaling)

2. Customer Success Strategy & Operating Model
• Define the CS operating model: segmentation, coverage, engagement cadence, and
escalation ownership.
• Decide where CS effort should be high-touch, low-touch, or automated at scale.
• Design early-warning health score frameworks across onboarding, delivery, and
engagement.

3. Playbooks & Scalable Processes
• Own and continuously improve CS playbooks: onboarding, renewals, escalations,
churn saves, and expansion.

• Standardize customer experience despite variable VA quality and delivery
complexity.
• Drive process improvements based on data, not

📌 Client Success Head (Bengaluru)
🏢 Wishup
📍 Bengaluru