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About Wooqer Wooqer is an App for Work that is changing the way organisations get work done! Instead of paper processes, endless internal e-mail and spreadsheet overload, Wooqer brings the power of technology to Business users. It enables them to create Apps with a DIY (Do it yourself) approach, bringing speed and flexibility to day to day work!Wooqer is built on a strong foundation. We bootstrapped our way towards establishing a profitable and scalable Business model, acquiring some of the largest companies as customers. Wooqer is changing the way they work! Their success has been documented in a Harvard Business Case, taught across universities globally, including IIMs and multiple global B-Schools including Stanford University. It’s ensuring that some of the brightest minds are learning about Wooqer. Wooqer is rated as part of India’s Top 30 most valuable Software Product Companies by iSpirt, an industry body, in partnership with the Govt of India. With the belief and support of customers across 20+ countries, we are ready for the next phase of growth.At Wooqer, you get to work with some of the brightest brains in the country, all bound by the relentless pursuit of ‘changing the way the world works’. It’s an environment where excellence is hygiene and belief is religion. Growth has no limits when you take ownership and deliver results. Every challenge is yet another opportunity for a Wooqer!Culture & PeopleAt Wooqer, we believe happy people build great things - but happiness here comes from doing meaningful work and seeing real outcomes.We hire for attitude and learning ability, value ownership over hierarchy, and give people the freedom to take decisions and be accountable for results. You’ll work in a flat, people-first environment where trust is real, feedback is direct, and growth comes from action.We focus on outcomes, not excuses. We care deeply about our people and expect the same sense of ownership towards our customers and partners.If you’re curious, driven, and excited to grow by doing - not just observing - you’ll feel at home here.The RoleThis is not a relationship management role. This is a revenue role.You will own the complete post-sale motion — solutioning, onboarding, adoption, retention, upsell, collections, and customer operations end to end. You will be accountable for Net Revenue Retention and Gross Revenue Retention simultaneously. Zero churn is the standard. If a customer is not paying, growing, or renewing — that is your problem to solve.You will build and lead a team of CSMs and Customer Operations specialists, own a BoB of enterprise accounts, and report directly to the founders.What You Will OwnRevenue & RetentionNRR target — renewal, upsell, and expansion revenue across the entire customer baseGRR — zero churn is the goal. Every logo lost is a failure to be understood and preventedUpsell and cross-sell — identify expansion opportunities within existing accounts and close themCollections — invoice to cash in account. Sale is complete only when payment is receivedChurn prevention — build an early warning system, identify risk before it becomes lossCustomer SolutioningOwn the post-sale solutioning motion — translate customer business problems into Wooqer configurations that deliver measurable outcomesPartner with Sales during late-stage deals to define the success framework before contracts are signedDesign and document use-case playbooks by vertical — retail, QSR, healthcare, logisticsEnsure every customer has a clear ROI story within 90 days of going liveCustomer OperationsOnboarding — design and own the onboarding journey from contract sign to first value moment. Time to value is your metricAdoption — drive feature adoption across user groups, track and improve DAU/MAU ratiosSupport — own the support function. Resolution time, CSAT, and escalation management are your accountabilityTraining — build and deliver training programmes for customer end users and administrators. Ensure every customer team is self-sufficient on the platformTeam & OrganisationCS team — hire, coach, and manage performance of CSMs and Customer Operations specialistsQBRs and EBRs — run structured business reviews with key accounts at every tierVoice of customer — feed product and sales with what is working and what is notWhat We Are Looking For8–12 years in B2B SaaS Customer Success — at least 3 years in a leadership roleOwned NRR and GRR targets with documented attainment — tell us the numbersOwned collections — not shared, not coordinated. End-to-end invoice-to-payment responsibilityBuilt or scaled a CS team including Customer Operations function — onboarding, support, trainingEnterprise account experience — complex stakeholders, multi-department relationshipsCommercially aggressive — upsell and expansion is not an afterthought, it is a monthly targetSolutioning experience — can translate operational pain into platform configuration and measurable valueBased in Bangalore — this is a 5-day in-office roleWhat Will Make You Stand OutYou can tell us your personal NRR and GRR numbers from your last roleYou have a collections story — a specific situation where you recovered a payment that was at riskYou have a churn prevention story — an account you saved and how you did itYou have built onboarding and training programmes that reduced time to value measurablyYou have hired and developed CSMs who went on to lead their own accounts independentlyYou understand that CS is a revenue function, not a support functionWhat We OfferCompetitive fixed + variable tied directly to NRR and GRR performanceESOP — pre-IPO, real upside on the $150M ARR journeyDirect access to founders — no bureaucracy, fast decisionsA product that solves a real operational problem for customers who need it every dayWho Should Not ApplyIf your CS experience is primarily ticket management, relationship maintenance, or onboarding coordination without commercial accountability for revenue and collections — this role is not the right fit. We need someone who has owned revenue, retention, and operations — not just managed satisfaction.To ApplyShare your profile with a three-line answer to these questions: What was your NRR and GRR at your last company? What was your collections process? How did you structure your onboarding motion?Send to | Subject: Head of Customer — [Your Name]Wooqer is an equal opportunity employer. We hire for excellence, ownership, and hunger — irrespective of background.