Vice President

3 hours ago

Hyderabad, Telangana, India Hunar Online Courses Full time ₹ 15,00,000 - ₹ 60,00,000 per year

The Vice President of Post-Sales will lead the strategy, operation, and execution of all post-sale customer functions, including Customer Success, Professional Services, and Technical Support. This executive role is critical in driving customer retention, loyalty, and revenue growth through adoption and expansion, ultimately maximizing Customer Lifetime Value (CLV). The VP is responsible for building a scalable, excellent customer experience organization.

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., Gain sight, 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.

4. Technical Support & Voice of the Customer

  • Establish policies, procedures, and SLAs for the Technical Support organization to ensure fast, high quality, and reliable resolution of customer issues.
  • Implement systems to gather, analyze, and communicate the
    Voice of the Customer (VoC)
    , customer feedback, and common support issues to the Product and Engineering teams to inform the roadmap.
  • Drive continuous improvement in support efficiency and knowledge base effectiveness.

Required Qualifications & Skills

  • Experience:
    10+ years of progressive experience in Customer Success, Professional Services, or Post-Sales roles, with at least 5 years in a senior leadership or VP-level position at a B2B SaaS or technology company.
  • Track Record:
    Demonstrated success in building, leading, and scaling large, high-performing Customer Success and Support organizations, with a verifiable history of improving NRR and retention rates.
  • Financial Acumen:
    Proven ability to manage a large departmental budget, forecast service revenue, and report on key financial metrics (e.g., service margin, CLV).
  • Technical Proficiency:
    Strong understanding of modern Customer Success technology and support systems (CRM, CS platforms, ticketing systems).
  • Leadership:
    Exceptional leadership, coaching, and talent development skills.
  • Communication:
    Outstanding written and verbal communication and presentation skills, capable of influencing both customers and C-suite executives.

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