Vice President of Customer Success

VP / Sr. VP Customer Success

Location: Gurugram (Head Office)

Reporting To: Co-Founder

Company: Meritto (Leading AI SaaS platform for the Indian Education Ecosystem)

Role Context

Meritto is at a stage where Customer Success is no longer about support or relationships alone - it is a revenue, retention, and scale engine. This role will lead a 100+ member Customer Success team with Directors/General Managers reporting directly. The ideal leader is deeply numerical, process-obsessed, and data-first, with a proven track record of driving customer satisfaction, expansion revenue, and best-in-class Net Dollar Retention (NDR).

Key Responsibilities

Own end-to-end Customer Success across onboarding, adoption, renewals, expansion, and advocacy.

Own NDR, adoption, churn, retention, upsell, and cross-sell outcomes.

Build scalable Customer experience processes, operating cadence, and forecasting rigor.

Drive cross-functional alignment with Sales, Product, Marketing, Finance, Tech, and Operations.

Establish strong data, metrics, and decision frameworks.

Lead and scale a 100+ member CS org with senior leadership depth.

Act as the customer voice influencing product and roadmap decisions.

Ideal Candidate Profile

1520 years of experience, with at least 5 years in a leadership role managing multi-layered hierarchies.

Proven ownership of leading $20M50M ARR portfolios.

Experience managing layered Customer Success and Experience function

Exceptionally strong numerical, analytical, and logical reasoning skills.

Deep understanding of NDR, churn economics, health scoring, adoption and expansion mechanics.

Why This Role Is Unique

Opportunity to build one of the most scaled CS organizations in Indian SaaS.

Direct reporting to the Co-Founder with high strategic influence.

Clear mandate to drive revenue, retention, and customer outcomes at scale.

Education is one of the largest and fastest-evolving industries in India, and Meritto is a category-defining organization leading the way.

The largest and most trusted AI + SaaS platform in the education ecosystem.

Unique exposure to AI, SaaS, Martech, and Fintech capabilities integrated within one powerful platform.

Ability to shape the future of customer success in a sector that impacts millions of students and institutions