Head of Customer Success Operations & Strategy

Role Overview

Whatfix is looking for a strategic, data-driven leader to build and run the operating system behind our Customer Success organisation. As Head of CS Operations & Strategy, you will own the frameworks, tools, processes, and intelligence that enable our CS teams to drive measurable customer outcomes at scale.

What You Will Do

Key Responsibilities: Design and own the CS operating model — including coverage design, segmentation strategy, capacity planning, and headcount modelling across onboarding, adoption, and renewal motions. Build and maintain the CS analytics practice: dashboards, health scoring, churn prediction models, and expansion signals that give CS leaders real-time visibility into portfolio health.

Why It Might Be a Fit

You will stand out if: You have worked in a Digital Adoption Platform or adjacent category (LMS, ITSM, CRM implementation). You have led a CS Ops function through a hypergrowth phase or a pre-IPO/liquidity event. You have built AI-assisted CS workflows or automated customer health triggers at scale.

Requirements

• 8+ years of experience in CS Operations, Revenue Operations, or Strategy roles within B2B SaaS
• Proven track record of building CS operational infrastructure from the ground up or significantly scaling an existing function
• Deep expertise in Salesforce, and BI tools (Tableau, Looker, or similar) and Excel (or Gsheets)
• Strong analytical and financial modelling skills; comfortable building business cases and presenting to executive leadership
• Experience working with enterprise-segment customers and understanding of complex, multi-stakeholder sales and success cycles
• Excellent cross-functional communication and stakeholder management skills
• Prior experience managing or mentoring a team is strongly preferred

Benefits

• Best-in-class medical insurance coverage
• Free lunch & dinner buffet
• Doorstep cab drop facility
• Education sponsorship
• Internal job transfer & global mobility programs
• Scope to represent Whatfix at global events
• Uncapped incentives, bonus plans and opportunities to employees (especially those in GTM teams) to travel to meet our global customers