Head of Customer Success Operations & Strategy

About the role:

Whatfix is looking for a strategic, data-driven leader to build and run the operating system behind our Customer Success organisation. As Head of CS Operations & Strategy, you will own the frameworks, tools, processes, and intelligence that enable our CS teams to drive measurable customer outcomes at scale.

Reporting directly to senior CS leadership, you will sit at the intersection of strategy, analytics, and execution, translating business goals into operational playbooks, and surfacing insights that shape how we grow and retain our enterprise customer base globally.

Key Responsibilities:

• Design and own the CS operating model - including coverage design, segmentation strategy, capacity planning, and headcount modelling across onboarding, adoption, and renewal motions.

• Build and maintain the CS analytics practice: dashboards, health scoring, churn prediction models, and expansion signals that give CS leaders real-time visibility into portfolio health.

• Own the CS tech stack ( CRM, BI tools), driving adoption, governance, and continuous improvement across the tooling layer.

• Lead quarterly and annual CS planning cycles, working cross-functionally with Finance, Sales, and Product to align on ARR targets, retention goals, and resource allocation.

• Define and operationalise customer journey playbooks , from onboarding through renewal and expansion, ensuring consistency across regions and segments.

• Partner with RevOps and Sales Ops to ensure seamless hand-offs, unified data definitions, and a single source of truth across the customer lifecycle.

• Drive strategic initiatives such as digital CS motions, scaled customer programmes, and the integration of AI-assisted workflows into the CS delivery model.

• Act as a trusted thought partner to CS leadership on organisational design, performance management, and go-to-market strategy.

Qualification Criteria:

• 8+ years of experience in CS Operations, Revenue Operations, or Strategy roles within B2B SaaS.

• Proven track record of building CS operational infrastructure from the ground up or significantly scaling an existing function.

• Deep expertise in Salesforce, and BI tools (Tableau, Looker, or similar) and Excel (or Gsheets)

• Strong analytical and financial modelling skills comfortable building business cases and presenting to executive leadership.

• Experience working with enterprise-segment customers and understanding of complex, multi-stakeholder sales and success cycles.

• Excellent cross-functional communication and stakeholder management skills.

• Prior experience managing or mentoring a team is strongly preferred.

You will stand out if:

• You have worked in a Digital Adoption Platform or adjacent category (LMS, ITSM, CRM implementation).

• You have led a CS Ops function through a hypergrowth phase or a pre-IPO/liquidity event.

• You have built AI-assisted CS workflows or automated customer health triggers at scale.

• You have experience with global CS operations spanning North America, EMEA, and APAC.

• You are comfortable with ambiguity and have strong instincts for prioritisation in a fast-moving environment.

Perks & Benefits (India):

• Best-in-class medical insurance coverage

• Free lunch & dinner buffet

• Doorstep cab drop facility

• Education sponsorship

• Internal job transfer & global mobility programs

• Scope to represent Whatfix at global events

• We also provide uncapped incentives, bonus plans and opportunities to employees (especially those in GTM teams) to travel to meet our global customers