Client Success Head

Bengaluru - India

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

About Wishup

Wishup is Indias 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) Wishups 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 leadershipnot 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 anecdotal feedback.

4. CS Organization Leadership & Talent
Hire structure and lead the Customer Success management and CSM teams.
Define role clarity expectations and career paths within CS.

5. Incentives Performance & Accountability
Design CS incentive structures aligned to retention expansion and quality metrics.
Eliminate activity-based and short-term metric gaming.
Run performance reviews with clear accountability and consequences.

6. Cross-Functional Ownership
Represent the voice of the customer in leadership discussions using data.
Partner with Sales Delivery Product and Ops to close systemic gaps impacting
retention or expansion.

7. Data Reporting & Tooling
Own CS dashboards and reporting for leadership visibility.
Ensure CRM hygiene documentation discipline.
Automations to reduce operational burden on the CS team.
Success Expectations by Phase
First 30 Days
Complete a full diagnostic of churn drivers CS processes incentives and team
structure.
Establish baseline metrics and define CS ownership boundaries.
Finalise and roll out the CS operating model KPIs and health score framework.
Align CS incentives and performance metrics with retention and expansion goals.
Establish leadership-level CS reporting.
By 60 Days
Implement standardized CS playbooks across the team.
Demonstrate early improvement in churn control or expansion visibility.
CS managers operating with clear accountability and metrics.
By 90 Days
Build a sustainable expansion and renewal motion.
Show measurable improvement in churn NRR and expansion MRR.
By 6 Months
Operate a mature scalable CS organization with predictable outcomes.
Maintain strong retention and expansion contribution.
Establish CS as a core revenue-protecting and revenue-expanding function.

What are we looking for
Graduate from a Tier-1 engineering institute; MBA from a top-tier business school preferred
5 years of experience in Customer Success post-sales consulting or account-led roles
with at least 3 years leading teams and owning outcomes.

Proven ownership of retention expansion and net revenue metrics not just client
relationships
Strong background in client-facing high-stakes environments (B2B SaaS services at
scale consulting or startups
Demonstrated ability to build systems and playbooks not just execute them
Data-driven decision maker with the ability to simplify complex problems and act
decisively
Track record of scaling teams driving accountability and delivering results under pressure
High ownership mindset; thrives in ambiguity and fast-moving startup environments

Job Pre-requisite
Wifi - 100mbps internet speed
Laptop with 8gb ram(windows) or 3GB ram(mac)
Minimum I5 8th gen processor @ 2.4Ghz minimum 256mb internal GPU
Good camera and Headset

Selection Process
Aptitude Test
3/4 rounds of interviews
Assignment

Know more about Wishup:
Website: Here
Wishups YouTube Channel: Here

About WishupWishup is Indias 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 eac...