Head of Customer — Wooqer

About Wooqer

Wooqer is an App for Work that is changing the way organisations get work done! Instead of paper processes, endless internal e-mail and spreadsheet overload, Wooqer brings the power of technology to Business users. It enables them to create Apps with a DIY (Do it yourself) approach, bringing speed and flexibility to day to day work!

Wooqer is built on a strong foundation. We bootstrapped our way towards establishing a profitable and scalable Business model, acquiring some of the largest companies as customers. Wooqer is changing the way they work! Their success has been documented in a Harvard Business Case, taught across universities globally, including IIMs and multiple global B-Schools including Stanford University. Its ensuring that some of the brightest minds are learning about Wooqer. Wooqer is rated as part of Indias Top 30 most valuable Software Product Companies by iSpirt, an industry body, in partnership with the Govt of India. With the belief and support of customers across 20+ countries, we are ready for the next phase of growth.

At Wooqer, you get to work with some of the brightest brains in the country, all bound by the relentless pursuit of changing the way the world works. Its an environment where excellence is hygiene and belief is religion. Growth has no limits when you take ownership and deliver results. Every challenge is yet another opportunity for a Wooqer!

Culture & People

At Wooqer, we believe happy people build great things - but happiness here comes from doing meaningful work and seeing real outcomes.

We hire for attitude and learning ability, value ownership over hierarchy, and give people the freedom to take decisions and be accountable for results. Youll work in a flat, people-first environment where trust is real, feedback is direct, and growth comes from action.

We focus on outcomes, not excuses. We care deeply about our people and expect the same sense of ownership towards our customers and partners.

If youre curious, driven, and excited to grow by doing - not just observing - youll feel at home here.

The Role

This is not a relationship management role. This is a revenue role.

You will own the complete post-sale motion solutioning, onboarding, adoption, retention, upsell, collections, and customer operations end to end. You will be accountable for Net Revenue Retention and Gross Revenue Retention simultaneously. Zero churn is the standard. If a customer is not paying, growing, or renewing that is your problem to solve.

You will build and lead a team of CSMs and Customer Operations specialists, own a BoB of enterprise accounts, and report directly to the founders.

What You Will Own

Revenue & Retention

• NRR target renewal, upsell, and expansion revenue across the entire customer base
• GRR zero churn is the goal. Every logo lost is a failure to be understood and prevented
• Upsell and cross-sell identify expansion opportunities within existing accounts and close them
• Collections invoice to cash in account. Sale is complete only when payment is received
• Churn prevention build an early warning system, identify risk before it becomes loss

Customer Solutioning

• Own the post-sale solutioning motion translate customer business problems into Wooqer configurations that deliver measurable outcomes
• Partner with Sales during late-stage deals to define the success framework before contracts are signed
• Design and document use-case playbooks by vertical retail, QSR, healthcare, logistics
• Ensure every customer has a clear ROI story within 90 days of going live

Customer Operations

• Onboarding design and own the onboarding journey from contract sign to first value moment. Time to value is your metric
• Adoption drive feature adoption across user groups, track and improve DAU/MAU ratios
• Support own the support function. Resolution time, CSAT, and escalation management are your accountability
• Training build and deliver training programmes for customer end users and administrators. Ensure every customer team is self-sufficient on the platform

Team & Organisation

• CS team hire, coach, and manage performance of CSMs and Customer Operations specialists
• QBRs and EBRs run structured business reviews with key accounts at every tier
• Voice of customer feed product and sales with what is working and what is not

What We Are Looking For

• 812 years in B2B SaaS Customer Success at least 3 years in a leadership role
• Owned NRR and GRR targets with documented attainment tell us the numbers
• Owned collections not shared, not coordinated. End-to-end invoice-to-payment responsibility
• Built or scaled a CS team including Customer Operations function onboarding, support, training
• Enterprise account experience complex stakeholders, multi-department relationships
• Commercially aggressive upsell and expansion is not an afterthought, it is a monthly target
• Solutioning experience can translate operational pain into platform configuration and measurable value
• Based in Bangalore this is a 5-day in-office role

What Will Make You Stand Out

• You can tell us your personal NRR and GRR numbers from your last role
• You have a collections story a specific situation where you recovered a payment that was at risk
• You have a churn prevention story an account you saved and how you did it
• You have built onboarding and training programmes that reduced time to value measurably
• You have hired and developed CSMs who went on to lead their own accounts independently
• You understand that CS is a revenue function, not a support function

What We Offer

• Competitive fixed + variable tied directly to NRR and GRR performance
• ESOP pre-IPO, real upside on the $150M ARR journey
• Direct access to founders no bureaucracy, fast decisions
• A product that solves a real operational problem for customers who need it every day

Who Should Not Apply

If your CS experience is primarily ticket management, relationship maintenance, or onboarding coordination without commercial accountability for revenue and collections this role is not the right fit. We need someone who has owned revenue, retention, and operations not just managed satisfaction.

To Apply

Share your profile with a three-line answer to these questions: What was your NRR and GRR at your last company? What was your collections process? How did you structure your onboarding motion?

Send to careers@wooqer.com | Subject: Head of Customer [Your Name]

Wooqer is an equal opportunity employer. We hire for excellence, ownership, and hunger irrespective of background.