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Customer Success and Operations Lead l SaaS l Bangalore

Bangalore Urban Permanent View Job Description
You'll own NRR, GRR, and NPS across a large portfolio of mid-market and enterprise customers, drive the upsell and expansion motions that turn retention into revenue growth, and be equally comfortable in an implementation war room and a CXO renewal conversation.
  • This is a people management role
  • Candidate should come with experience operating in the US market

About Our Client

Our client is a Series A funded SaaS product organisation targeting the US market.

Job Description

  • Scale the CS & Solutions org - Refine and evolve the CS operating model - segmentation, coverage, engagement cadences, health scoring, escalation frameworks
  • Post-Sales Solutioning & Implementation -Lead solution design - scoping requirements, translating signed deals into implementation blueprints, and crafting sandbox environments that set customers up for success from day one
  • Post Go-Live & Expansion-Build a proactive customer health practice - don't wait for churn signals, engineer them out early
  • Voice of the Customer- Be the bridge between customers and Product/Engineering - translating pain points into roadmap input and keeping customers informed on progress
  • Operational Excellence- Establish repeatable processes and tooling (CS platforms, QBR frameworks, renewal workflows) that bring rigor at scale

The Successful Applicant



● 7-12 years of experience, with significant depth across 2-3 areas within CS; implementations, solution design, account management, onboarding, or renewals

● Experience at B2B AI/SaaS companies (Series A-C preferred), working on complex, technical products - not simple self-serve SaaS

● Has managed or mentored a team of 4-6 people - someone who's led a pod, not just operated as an IC

● Comfortable engaging CXO and VP-level stakeholders in strategic, high-stakes conversations

● Has worked with US/North American customers - ideally US-based experience, or significant exposure to Western markets

● Deep familiarity with complex SaaS implementation cycles: enterprise onboarding, technical integrations, multi-stakeholder go-lives

● Experience owning and improving net revenue retention - understands the levers of adoption, expansion, and churn prevention

● Comfortable working US time zone (EST) from India

What's on Offer

● Impact: You're inheriting a strong foundation and a motivated team - your job is to elevate it and scale the function into its next chapter.

● Visibility: Direct partnership with founders on the highest-stakes customer relationships.

● Growth: Take a solid team and build it into a global CS & Solutions org.

Quote job ref
JN-062026-7040165

Job summary

Function
Sales
Sub Sector
IT & Telecommunications
What is your area of specialisation?
Technology & Telecoms
Location
Bangalore Urban
Job Type
Permanent
Job Reference
JN-062026-7040165

Diversity & Inclusion at Michael Page

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know.