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Apna is seeking a Director of Customer Success to build and scale the post-sales engine for its Enterprise Business. This role owns the entire customer journey after deal closure—from implementation and onboarding through go-live, adoption, support, retention, renewals, and expansion.
You will lead the Customer Success function for enterprise customers, partnering closely with Enterprise Sales, Account Management, Product, Technology, and Operations teams to drive measurable outcomes and sustainable revenue growth. Key responsibilities include:
• Building and leading the Customer Success/Client Success function for enterprise customers
• Owning the complete post-sales journey: implementation, onboarding, go-live, adoption, support, retention, renewals, and expansion
• Partnering with Sales and Account Management to improve customer adoption, retention, and revenue growth
• Leading enterprise pilots from planning through execution to commercial conversion
• Building systems for customer support, SLA management, escalations, and issue resolution
• Identifying delivery, adoption, fulfillment, and retention risks proactively
• Collaborating with Sales and Revenue Operations on deal feasibility, fulfillment, pricing, and commercial governance
• Building scalable processes, dashboards, SLAs, governance mechanisms, and operating rhythms as the business scales
• Leading and developing high-performing teams across Customer Success, Operations, Delivery, and related functions
• Serving as a senior escalation point for strategic enterprise customers and internal stakeholders
Success will be measured by Net Revenue Retention (NRR), customer adoption and retention rates, time to stable go-live, pilot-to-sales conversion, SLA and resolution performance, deal desk turnaround time, and pricing and commercial compliance.
REQUIREMENTS:
• 10–15+ years of experience in Customer Success, Enterprise Operations, Service Delivery, Business Operations, Revenue Operations, Program Management, or similar functions
• Experience managing large enterprise/B2B customer portfolios with ownership of adoption, retention, renewals, service delivery, or revenue outcomes
• Strong experience working with senior customer and business stakeholders
• Proven ability to build and scale teams, processes, and operating frameworks in high-growth environments
• Strong commercial understanding with exposure to pricing, deal structuring, renewals, revenue retention, or account expansion (preferred)
• Strong analytical and problem-solving skills with a data-driven approach
• Excellent stakeholder management and executive communication skills
• Comfort operating in fast-moving environments where processes are still being built
Preferred background includes B2B SaaS/Enterprise Technology, HRTech/Recruitment/Staffing, Marketplaces/E-commerce/Quick Commerce, FinTech/Banking/Insurance, Telecom/BPO/BPM, IT Services/Managed Services, GCC/Shared Services/GBS, or other large-scale customer operations or service delivery businesses.
