# Lead - Customer Success Operations

**Company:** [Apna](https://jobs.workable.com/companies/oGcPwdAqKGbezdH7GyyVKX.md)
**Location:** Bengaluru, India
**Workplace:** on site
**Department:** Sales & Account Management

[Apply for this job](https://jobs.workable.com/view/8a13b578-6ef2-4ed5-a2d8-0ec0e52f3654)

## Description

**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.

## 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 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.