About Wishup
Wishup is India’s largest remote work platform (since 2017), connecting global businesses with top remote professionals in roles such as Virtual Assistants, Operations/Admin Managers, Executive Assistants, Project Managers, Bookkeepers, and Accountants. With a stringent 0.1% acceptance rate, each professional is upskilled and managed via our AI-based remote work tool.
Backed by marquee investors (Orios Ventures, Inflection Point Ventures, 500 Startups, and Tracxn Labs), Wishup’s leadership team includes alumni from premier institutes like IIT Madras, IIM Ahmedabad, IIT Kanpur, IIT Bombay, and DCE.
About the role, Key notes:
What will you do?
Own customer retention, expansion, and net revenue outcomes by building a scalable
Customer Success organisation, systems, and operating model. This role is accountable for
results and leadership—not day-to-day account execution.
1. Revenue Retention & Expansion Ownership
• Own gross churn, net revenue retention (NRR), renewals, and expansion MRR
across all client segments.
• Design and execute churn-reduction strategies using leading indicators and cohort
analysis.
• Build a predictable expansion engine (upgrades, add-ons, account scaling)
2. Customer Success Strategy & Operating Model
• Define the CS operating model: segmentation, coverage, engagement cadence, and
escalation ownership.
• Decide where CS effort should be high-touch, low-touch, or automated at scale.
• Design early-warning health score frameworks across onboarding, delivery, and
engagement.
3. Playbooks & Scalable Processes
• Own and continuously improve CS playbooks: onboarding, renewals, escalations,
churn saves, and expansion.
• Standardize customer experience despite variable VA quality and delivery
complexity.
• Drive process improvements based on data, not anecdotal feedback.
4. CS Organization Leadership & Talent
• Hire, structure, and lead the Customer Success management and CSM teams.
• Define role clarity, expectations, and career paths within CS.
5. Incentives, Performance & Accountability
• Design CS incentive structures aligned to retention, expansion, and quality metrics.
• Eliminate activity-based and short-term metric gaming.
• Run performance reviews with clear accountability and consequences.
6. Cross-Functional Ownership
• Represent the voice of the customer in leadership discussions using data.
• Partner with Sales, Delivery, Product, and Ops to close systemic gaps impacting
retention or expansion.
7. Data, Reporting & Tooling
• Own CS dashboards and reporting for leadership visibility.
• Ensure CRM hygiene, documentation discipline.
• Automations to reduce operational burden on the CS team.
Success Expectations by Phase
First 30 Days
• Complete a full diagnostic of churn drivers, CS processes, incentives, and team
structure.
• Establish baseline metrics and define CS ownership boundaries.
• Finalise and roll out the CS operating model, KPIs, and health score framework.
• Align CS incentives and performance metrics with retention and expansion goals.
• Establish leadership-level CS reporting.
By 60 Days
• Implement standardized CS playbooks across the team.
• Demonstrate early improvement in churn control or expansion visibility.
• CS managers operating with clear accountability and metrics.
By 90 Days
• Build a sustainable expansion and renewal motion.
• Show measurable improvement in churn, NRR, and expansion MRR.
By 6 Months
• Operate a mature, scalable CS organization with predictable outcomes.
• Maintain strong retention and expansion contribution.
• Establish CS as a core revenue-protecting and revenue-expanding function.
What are we looking for?
• Graduate from a Tier-1 engineering institute; MBA from a top-tier business school preferred
• 5+ years of experience in Customer Success, post-sales, consulting, or account-led roles,
with at least 3+ years leading teams and owning outcomes.
• Proven ownership of retention, expansion, and net revenue metrics, not just client
relationships
• Strong background in client-facing, high-stakes environments (B2B SaaS, services at
scale, consulting, or startups
• Demonstrated ability to build systems and playbooks, not just execute them
• Data-driven decision maker with the ability to simplify complex problems and act
decisively
• Track record of scaling teams, driving accountability, and delivering results under pressure
• High ownership mindset; thrives in ambiguity and fast-moving startup environments
Job Pre-requisite
• Wifi - 100mbps internet speed
• Laptop with 8gb ram(windows) or 3GB ram(mac)
• Minimum I5 8th gen processor @ 2.4Ghz, minimum 256mb internal GPU
• Good camera and Headset
Selection Process
• Aptitude Test
• 3/4 rounds of interviews
• Assignment
Know more about Wishup:
• Website: Here
• Wishup's YouTube Channel: Here
Wishup provides Remote Workers at an affordable price point which is fulfilled through a tech enabled marketplace. Services include Admin, SMM, Project Management, E-Com Assistance and other recurring work.
We aim to address the large latent demand for VAs within the urban population while enabling a huge work-from-home VA workforce through a tech platform.
