Chief Revenue Officer

Job Description

Job Title: Chief Revenue Officer Location: Gurgaon | Reports to: Chief Executive Officer (CEO) Function: Revenue & Customer Relationship Leadership | Type: Full-time | Level: Executive Leadership About the Role Ginesys is undergoing a strategic shift-from legacy systems to a cloud-first SaaS model. As we prepare for scale and a potential IPO journey, we are seeking a relationship-focused Chief Revenue Officer (CRO) to lead this transformation with emphasis on customer retention and expansion. The CRO will drive revenue optimization through deepening customer relationships, maximizing customer lifetime value, and ensuring seamless retention and expansion strategies. This leader will collaborate with Marketing and Sales leadership to create a cohesive revenue approach while directly owning the customer success function that drives recurring revenue growth, customer health, and long-term partnerships. This is a mission-critical role for a leader who understands that in SaaS, sustainable growth comes primarily from nurturing existing customer relationships while maintaining the path to new opportunities. What Youll Drive 1. Customer Relationship & Revenue Optimization Own the existing customer revenue lifecycle-renewals, expansions, upgrades, and cross-selling opportunities 1 2 Develop and implement strategies to maximize customer lifetime value, focusing on per-customer profitability metrics 3 4 Drive cloud migration journeys for existing customers, ensuring value realization and expanded footprint Collaborate with Sales and Marketing leadership to ensure seamless customer handoffs and unified revenue approach 2. Customer Success & Retention Strategy Build and lead a world-class Customer Success organization focused on adoption, retention, and expansion 1 2 Develop comprehensive account health scoring and early warning systems to proactively address churn risks 3 Establish tiered customer success frameworks based on account value, complexity, and growth potential Design innovative customer engagement programs that drive product adoption and business outcomes 3. Revenue Metrics & Analytics Leadership Implement sophisticated customer profitability analysis across the entire customer base 6 Own critical SaaS metrics including Net Dollar Retention (NDR), Customer Lifetime Value (CLTV), expansion revenue rate, and churn metrics 3 4 Create segment-specific expansion playbooks based on usage patterns, industry verticals, and growth potential Establish predictive analytics capabilities to identify expansion opportunities and churn risks 4. Customer Revenue Operations Build a data-driven revenue operations function focused on customer segmentation, health monitoring, and revenue forecasting 4 Design and implement customer journey analytics to identify expansion triggers and intervention points Establish rigorous quarterly business reviews (QBRs) with key accounts to strengthen relationships and uncover growth opportunities Create scalable processes for monitoring customer satisfaction, product adoption, and success metrics 3 5. Customer-Centric Culture & Team Development Foster a customer-obsessed culture focused on long-term relationship building and mutual success Build high-performing customer success and account management teams through strategic hiring and development Design incentive structures that balance retention, expansion, and customer satisfaction goals Lead cross-functional collaboration with Product, Implementation, and Support teams to ensure exceptional customer experiences 6. Strategic Revenue Growth & IPO Readiness Partner with the CEO, CFO, and Founders on customer-centric growth strategies and expansion opportunities Develop board-ready reporting on customer health, retention economics, and expansion performance Contribute to product roadmap discussions representing the voice of existing customers Align customer retention and expansion strategies with investor expectations and IPO milestones What You Bring 15+ years of experience in enterprise/tech customer success and revenue leadership, with at least 5 years in customer retention and expansion roles Proven track record of maximizing recurring revenue through customer retention, expansion, and relationship management 2 4 Deep expertise in customer success methodologies, health scoring, and expansion strategies in SaaS environments Experience implementing customer analytics, profitability metrics, and predictive retention models 3 6 Strong understanding of Indian mid-large enterprise customers (Retail, Distribution, FMCG preferred) Experience scaling customer success organizations in PE-backed or IPO-prep environments Data-driven approach with hands-on experience implementing customer health monitoring and revenue optimization tools Exceptional relationship-building skills with C-level stakeholders and strategic accounts Collaborative leadership style and ability to influence across departments without direct authority Why Join Us? Lead the revenue optimization strategy for Indias leading cloud retail suite, trusted by 1200+ brands Build meaningful relationships with industry leaders and shape the future of retail technology in India Create innovative customer success models that become industry benchmarks Drive measurable impact on customer outcomes and company valuation through retention excellence Play a pivotal role in our IPO preparation journey, focusing on the metrics that matter most to investors Collaborate directly with founders and CXOs on customer-centric growth and product innovation Be part of a purpose-driven mission to digitize Indian retail and unlock a $1T+ opportunity Lets transform customer relationships into sustainable revenue growth-together