Vice President of Customer Success

A day in the life of this role

Meritto is at a stage where Customer Success is no longer about support or relationships alone it is a revenue, retention, and scale engine. This role will lead a 100+ member Customer Success organization with Directors /General Managers reporting directly. The ideal leader is deeply numerical, process-obsessed, and data-first, with a proven track record of driving customer satisfaction, expansion revenue, and best-in-class Net Dollar Retention (NDR).

Key Responsibilities

Own end-to-end Customer Success across onboarding, adoption, renewals, expansion, and advocacy.

Own NDR, adoption, churn, retention, upsell, and cross-sell outcomes.

Build scalable CS processes, operating cadence, and forecasting rigor.

Drive cross-functional alignment with Sales, Product, Marketing, Finance, Tech, and Operations.

Establish strong data, metrics, and decision frameworks.

Lead and scale a 100+ member CS org with senior leadership depth. Act as the customer voice influencing product and roadmap decisions.

Why This Role Is Unique

Opportunity to build one of the most scaled CS organizations in Indian SaaS.

Direct reporting to the Co-Founder with high strategic influence.

Clear mandate to drive revenue, retention, and customer outcomes at scale.

Education is one of the largest and fastest-evolving industries in India, and Meritto is a category-defining organization leading the way.

The largest and most trusted AI + SaaS platform in the education ecosystem.

Unique exposure to AI, SaaS, Martech, and Fintech capabilities integrated within one powerful platform.

Ability to shape the future of customer success in a sector that impacts millions of students and institutions

What were looking for

1520 years of experience, with at least 5 years in a leadership role managing multi-layered hierarchies.

Proven ownership of leading $20M50M ARR portfolios.

Experience managing layered CS teams of 100+ members.

Exceptionally strong numerical, analytical, and logical reasoning skills.

Deep understanding of NDR, churn economics, health scoring, adoption and expansion mechanics.

Who we are

At Meritto we believe in building more than just solutions. Were redefining the way education

connects with technology. As one of IndiaLargest Vertical SaaS + Embedded Payments platform, were on a mission to build the Digital Backbone of Education Institutions by simplifying how educational organization runs from enrollment to lifecycle, advancement to finance, and beyond. Having mastered the art of student acquisition, were now expanding our horizons to cover the entire spectrum of running

an educational organizationfrom managing the student lifecycle to driving student success and outcomes.

Whats our work culture like? We work from the office in a dynamic, inclusive, and merit-driven space fueled by the energy of collaboration and creativity coming together.