Vice President-Post Sales

Key Responsibilities

1. Customer Success & Retention Strategy

• Define and optimize the post-sale customer journey and success lifecycle to maximize product adoption, value realization, and loyalty.
• Drive Net Revenue Retention (NRR) by creating and executing strategies that minimize churn and maximize upsell and cross-sell opportunities in partnership with the Sales team.
• Establish and track key performance indicators (KPIs) for customer health, renewal rates, Customer Satisfaction (CSAT), and Net Promoter Score (NPS).
• Serve as a visible Executive Sponsor for high-value or at-risk strategic accounts.

2. Departmental Leadership & Scalability

• Lead, mentor, and scale the Professional Services, Customer Success, and Technical Support teams globally/nationally.
• Develop and manage the overall Post-Sales budget, focusing on optimizing team capacity, efficiency, and operational costs.
• Implement and manage technology solutions (e.g., Gainsight, Zendesk, Salesforce) to automate and enhance customer success processes and reporting.
• Develop consistent and effective training and career paths for the Post-Sales organization.

3. Professional Services & Implementation

• Oversee the Professional Services function to ensure successful, on time, and profitable implementation of products/solutions.
• Standardize implementation methodologies and pricing models to drive predictable service revenue and gross margins.
• Ensure smooth handoffs between Sales, Implementation, and Customer Success teams.

Job Type: Full-time

Pay: ₹30,000.00 - ₹55,000.00 per month

Benefits:

• Provident Fund

Work Location: In person