Job Title: Chief Revenue Officer

Location: Gurgaon | Reports to: Chief Executive Officer (CEO)

Function: Revenue & Customer Relationship Leadership | Type: Full-time | Level: Executive Leadership

About the Role

Ginesys is undergoing a strategic shift-from legacy systems to a cloud-first SaaS model. As we prepare for scale and a potential IPO journey, we are seeking a relationship-focused Chief Revenue Officer (CRO) to lead this transformation with emphasis on customer retention and expansion.

The CRO will drive revenue optimization through deepening customer relationships, maximizing customer lifetime value, and ensuring seamless retention and expansion strategies. This leader will collaborate with Marketing and Sales leadership to create a cohesive revenue approach while directly owning the customer success function that drives recurring revenue growth, customer health, and long-term partnerships.

This is a mission-critical role for a leader who understands that in SaaS, sustainable growth comes primarily from nurturing existing customer relationships while maintaining the path to new opportunities.

What You'll Drive

1. Customer Relationship & Revenue Optimization

Own the existing customer revenue lifecycle-renewals, expansions, upgrades, and cross-selling opportunitieshttps://www.scalewithstrive.com/saas-job-descriptions/chief-revenue-officer/https://fullenrich.com/jobtitle/Chief-Revenue-Officer

Develop and implement strategies to maximize customer lifetime value, focusing on per-customer profitability metricshttps://www.paddle.com/blog/10-essential-saas-customer-retention-metricshttps://kpi.insightworthy.com/expansion-revenue/

Drive cloud migration journeys for existing customers, ensuring value realization and expanded footprint

Collaborate with Sales and Marketing leadership to ensure seamless customer handoffs and unified revenue approach

2. Customer Success & Retention Strategy

Build and lead a world-class Customer Success organization focused on adoption, retention, and expansionhttps://www.scalewithstrive.com/saas-job-descriptions/chief-revenue-officer/https://fullenrich.com/jobtitle/Chief-Revenue-Officer

Develop comprehensive account health scoring and early warning systems to proactively address churn riskshttps://www.paddle.com/blog/10-essential-saas-customer-retention-metrics

Establish tiered customer success frameworks based on account value, complexity, and growth potential

Design innovative customer engagement programs that drive product adoption and business outcomes

3. Revenue Metrics & Analytics Leadership

Implement sophisticated customer profitability analysis across the entire customer basehttps://en.wikipedia.org/wiki/Customer_profitability

Own critical SaaS metrics including Net Dollar Retention (NDR), Customer Lifetime Value (CLTV), expansion revenue rate, and churn metricshttps://www.paddle.com/blog/10-essential-saas-customer-retention-metricshttps://kpi.insightworthy.com/expansion-revenue/

Create segment-specific expansion playbooks based on usage patterns, industry verticals, and growth potential

Establish predictive analytics capabilities to identify expansion opportunities and churn risks

4. Customer Revenue Operations

Build a data-driven revenue operations function focused on customer segmentation, health monitoring, and revenue forecastinghttps://kpi.insightworthy.com/expansion-revenue/

Design and implement customer journey analytics to identify expansion triggers and intervention points

Establish rigorous quarterly business reviews (QBRs) with key accounts to strengthen relationships and uncover growth opportunities

Create scalable processes for monitoring customer satisfaction, product adoption, and success metricshttps://www.paddle.com/blog/10-essential-saas-customer-retention-metrics

5. Customer-Centric Culture & Team Development

Foster a customer-obsessed culture focused on long-term relationship building and mutual success

Build high-performing customer success and account management teams through strategic hiring and development

Design incentive structures that balance retention, expansion, and customer satisfaction goals

Lead cross-functional collaboration with Product, Implementation, and Support teams to ensure exceptional customer experiences

6. Strategic Revenue Growth & IPO Readiness

Partner with the CEO, CFO, and Founders on customer-centric growth strategies and expansion opportunities

Develop board-ready reporting on customer health, retention economics, and expansion performance

Contribute to product roadmap discussions representing the voice of existing customers

Align customer retention and expansion strategies with investor expectations and IPO milestones

What You Bring

15+ years of experience in enterprise/tech customer success and revenue leadership, with at least 5 years in customer retention and expansion roles

Proven track record of maximizing recurring revenue through customer retention, expansion, and relationship managementhttps://fullenrich.com/jobtitle/Chief-Revenue-Officerhttps://kpi.insightworthy.com/expansion-revenue/

Deep expertise in customer success methodologies, health scoring, and expansion strategies in SaaS environments

Experience implementing customer analytics, profitability metrics, and predictive retention modelshttps://www.paddle.com/blog/10-essential-saas-customer-retention-metricshttps://en.wikipedia.org/wiki/Customer_profitability

Strong understanding of Indian mid-large enterprise customers (Retail, Distribution, FMCG preferred)

Experience scaling customer success organizations in PE-backed or IPO-prep environments

Data-driven approach with hands-on experience implementing customer health monitoring and revenue optimization tools

Exceptional relationship-building skills with C-level stakeholders and strategic accounts

Collaborative leadership style and ability to influence across departments without direct authority

Why Join Us?

Lead the revenue optimization strategy for India's leading cloud retail suite, trusted by 1200+ brands

Build meaningful relationships with industry leaders and shape the future of retail technology in India

Create innovative customer success models that become industry benchmarks

Drive measurable impact on customer outcomes and company valuation through retention excellence

Play a pivotal role in our IPO preparation journey, focusing on the metrics that matter most to investors

Collaborate directly with founders and CXOs on customer-centric growth and product innovation

Be part of a purpose-driven mission to digitize Indian retail and unlock a $1T+ opportunity

Ginni Systems Ltd.

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