Role: Manager – Revenue Operations – Customer Success Operations
Location: Hyderabad
Darwinbox is the fastest-growing HR technology platform, designing the future of work by building the world's best HR tech, driven by a fierce focus on employee experience and customer success, and continuous, iterative innovation. We are the preferred choice of 900+ global enterprises to manage their 2.5 million+ employees across 116+ countries.
Darwinbox's new-age HCM suite competes with local as well as global players in the enterprise technology space (such as SAP, Oracle, and Workday). The firm has acquired notable customers ranging from large conglomerates to unicorn start-ups: DP World, Masafi, DIFC, Abu Dhabi Department of Finance, Nivea, Starbucks, Swiggy, DLF, Crisil, CRED, Vedanta, Mahindra, Glenmark, Gokongwei Group, Mitra Adiperkasa, EFS Facilities Management, VNG Corporation, and many more.
Our vision of building a world-class product company from Asia is backed by marquee global investors like Microsoft, Salesforce, Sequoia Capital, and Lightspeed Venture Partners.
Role Overview:
In this position, you will oversee the end-to-end operations of the Customer Success teams, ensuring that processes, tools, and strategies are aligned to deliver exceptional customer experiences on a scale. This role offers the chance to lead and mentor a diverse, high-performing team while collaborating with cross-functional leadership to drive customer retention and growth.
Key Responsibilities:
- Develop and execute customer success strategies aligned with business goals, focused on retention, customer satisfaction, adoption, renewal predictability, and growth.
- Streamline, automate, and scale customer success processes across onboarding, implementation handover, adoption, renewals, churn governance, and expansion motions.
- Own churn governance, including churn taxonomy, closure process, reporting cadence, leadership visibility, early warning signals, and intervention playbooks for at-risk accounts.
- Lead the design of customer health scorecards and signal-based risk models using adoption, product usage, engagement, customer health, and financial indicators to enable proactive CS intervention.
- Drive renewal process automation and system-led governance to improve renewal visibility, tracking accuracy, accountability, and execution discipline.
- Build data-driven expansion and upsell scoring frameworks, including CSQL qualification, to enable systematic identification and tracking of growth opportunities.
- Establish a structured Implementation-to-CS handover process with defined checkpoints, documentation, ownership, and account health status at the point of transition.
- Own configuration, workflow design, data integrity, and tool optimization across CRM and CS platforms, translating business requirements into scalable system processes.
- Build and maintain dashboards across churn, renewals, customer health, adoption, NPS, and expansion pipeline, ensuring accurate reporting for leadership reviews and business governance.
- Partner with Sales, Marketing, Product, Finance, Implementation, and RevOps teams to capture customer feedback, improve customer experience, and align CS initiatives with business priorities.
- Oversee customer onboarding and training programs to ensure customers are equipped to fully leverage the Darwinbox platform and drive sustained adoption.
Qualifications:
- Must-Have
- MBA/PGDM or relevant work experience after BE/BTech
- Strong communication skills to present ideas, influence key stakeholders, and ensure successful process adoption across teams
- 5+ years of experience in leading process improvement initiatives in B2B SaaS industry, with the ability to drive organizational changes
- Previous experience in leading process improvement initiatives or teams, ideally in a cross-functional environment
- Expertise in using data analytics to inform decision-making, identify improvement opportunities, and track process performance through KPIs and metrics
- Hands-on experience on Gainsight
- Should possess strong leadership and team management skills, with the ability to inspire, guide, and develop cross-functional teams while ensuring efficient operations, seamless collaboration, and the successful execution of customer success strategies
