Manager- Onboarding & Delivery (B2B SaaS)

As Senior Manager Delivery, you will own endtoend service delivery and ongoing execution for key accounts across regions and segments. You will be accountable for delivery excellence, capacity planning, governance, and client experience at scale, while leading a highperformance delivery team.

This role ensures that every live client consistently experiences predictable execution, timely issue resolution, strong product adoption, and clear accountability across all touchpoints. You will work closely with Sales, Product, Engineering, and Customer Success (CS) to drive outcomes across enterprise and midmarket accounts.

1. Function Ownership & Governance

Own the overall delivery strategy and operating model across regions.

Define and refine delivery playbooks, SLAs, response/resolution benchmarks, and success metrics.

Ensure predictable ticket turnaround, quality of solutions, and consistent client communication.

Run governance through weekly delivery reviews, account health reviews, and escalation frameworks.

Establish risk tracking for key accounts (churn risk, SLA breach risk, capacity risk) with clear actions.

2. Team Leadership & Capacity Planning

Lead a team of delivery specialists across accounts and regions.

Own hiring, performance management, and succession planning for the delivery function.

Align bandwidth and shift planning with ticket volumes, seasonality, and strategic projects.

Build skill matrices, crosstraining, and backup plans to handle spikes and critical accounts.

Create a culture of ownership, documentation, and firsttimeright execution.

3. Revenue, Retention & Business Alignment

Align delivery execution with revenue retention and expansion goals.

Reduce chronic issues and delivery debt that impact renewals or expansion conversations.

Monitor revenue at risk due to poor experience, repeated escalations, or SLA slippages.

Partner with Sales / CS on QBRs, renewal discussions, and recovery plans for red accounts.

Ensure commitments made in solutioning and onboarding are sustainably delivered in BAU.

4. Process Excellence & Continuous Improvement

Map endtoend delivery workflows (tickets, projects, change requests) and remove bottlenecks.

Standardize documentation, runbooks, RCA formats, and clientfacing artefacts.

Drive automation opportunities within ticketing, reporting, and alerting systems.

Implement changemanagement frameworks for new features, policies, and process changes.

Run periodic RCAs and retrospectives to convert escalations into structural improvements.

5. Stakeholder Management & Escalation

Act as senior escalation owner for strategic and highvalue accounts.

Drive crisp, outcomefocused communication with client leadership during escalations.

Ensure alignment with Product, Tech, Implementation, and CS on priorities and dependencies.

Maintain transparent visibility on account health and delivery performance for internal leadership.

6. Reporting &Performance Metrics

Own and report core delivery KPIs, such as:

SLA adherence (response & resolution)

Volume vs. capacity utilization

CSAT on tickets / projects

Escalation rate and time to recovery

Churn / revenueatrisk linked to delivery issues

Publish monthly and quarterly delivery dashboards and deepdives.

Use data to drive prioritization, staffing decisions, and process changes.

What we're looking for

What We're looking for

812 years of experience in SaaS delivery / client operations / support / implementation roles.

35 years of direct people leadership experience.

Strong understanding of enterprise account management and delivery rhythms.

Experience in B2B SaaS, CRM, ERP, or EdTech environments.

Proven track record of running SLAdriven operations with clear governance.

Strong stakeholder management skills across Sales, Product, Tech, and CS.

High process orientation and comfort in designing operating cadences and reviews.

Strong analytical mindset and comfort with MIS, dashboards, and forecasting.

Ideal Candidate Profile

Has led delivery/service teams managing high-volume key account portfolios in fast-paced SaaS environments.

Has operated in structured SaaS environments with mature SLAs and governance.

Understands the direct impact of delivery quality on renewals, NPS, and revenue.

Thinks in systems and playbooks, not adhoc firefighting.

Comfortable in an officefirst, executionheavy environment with direct leadership visibility.

Who we are

At Meritto we believe in building more than just solutions. We're redefining the way education connects with technology. As one of India'Largest Vertical SaaS + Embedded Payments platform, we're on a mission to build the Digital Backbone of Education Institutions by simplifying how educational organization runs from enrollment to lifecycle, advancement to finance, and beyond. Having mastered the art of student acquisition, we're now expanding our horizons to cover the entire spectrum of running an educational organizationfrom managing the student lifecycle to driving student success and outcomes.

What's our work culture like We work from the office in a dynamic, inclusive, and merit-driven space fueled by the energy of collaboration and creativity coming together.