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 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 outstanding fit.

Requirements

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 experien

📌 Lead - Customer Operations (Bengaluru)
🏢 apna
📍 Bengaluru