About UrbanPiper:UrbanPiper is a B2B SaaS platform helping restaurants with digital transformation. Our platform enables restaurants to manage and automate their online presence — on their own websites/apps or on leading food delivery platforms like Zomato, Swiggy, Amazon Foods, Deliveroo, Talabat, HungerStation, and Jahez.We currently process nearly 3 million transactions every month and are partnered with 12,000+ restaurants across India, the US, Canada, the UK, and the Middle East. Consistency, reliability, scalability, and agility define how we work.Your Role:Client Relationship & AdvocacyBuild and maintain long-term relationships with key clients, serving as their primary contact post-onboardingRegularly engage with clients to understand their business needs, challenges, and goalsAct as the internal advocate for clients, ensuring their voices are heard and concerns addressedTeam LeadershipLead, coach, and develop Customer Success team membersManage task distribution and resource allocation across the teamConduct regular performance reviews and identify growth opportunitiesRetention & GrowthMonitor client health metrics and identify at-risk accounts to mitigate churnIdentify upsell and cross-sell opportunities, working with the sales team to expand accountsOversee contract renewals to ensure client retention and satisfactionCross-functional CollaborationWork closely with sales, onboarding, and product teams for a seamless client experienceProvide actionable product feedback based on client interactionsReport regularly to senior management on client health, team performance, and success storiesStrategy & ProcessDevelop and implement customer success strategies aligned with company goalsContinuously review and optimize customer success processesStay current on industry best practices and integrate new approachesData & InsightsAnalyze metrics including NPS, CSAT, and churn ratesUse data to drive decisions and improve retention strategiesDeliver data-driven reports and insights to senior leadershipWhat We're Looking For:Experience in a B2B SaaS company with familiarity in subscription models, renewals, and customer lifecycle management2+ years in a Customer Success leadership role (team lead or manager)Proven track record of driving retention, reducing churn, and increasing customer satisfactionStrong customer advocacy and ability to translate client needs internallyAbility to troubleshoot technical issues and collaborate with engineering teamsExcellent verbal and written communication skillsExperience designing and implementing customer journey strategiesProactive, growth-oriented mindsetTrack record of meeting or exceeding KPIs (retention rates, NPS, CSAT)Strong project management skills with the ability to handle multiple priorities and manage expectations with senior stakeholderNice to Have:Strong organizational skills and a self-starter attitudePrior experience with delivery service platformsUnderstanding of API integrationsDegree in Business, Marketing, Engineering, Mathematics, or a related fieldExperience with SQLFamiliarity with Freshdesk, GitHub, Postman, Kibana, or project management toolsMBA or equivalentApply now if you wish to be a Piper.
Job Title
Lead - Operations