Lead - Operations

About UrbanPiper:
UrbanPiper is a B2B SaaS platform helping restaurants with digital transformation. Our platform enables restaurants to manage and automate their online presence — on their own websites/apps or on leading food delivery platforms like Zomato, Swiggy, Amazon Foods, Deliveroo, Talabat, HungerStation, and Jahez.
We currently process nearly 3 million transactions every month and are partnered with 12,000+ restaurants across India, the US, Canada, the UK, and the Middle East. Consistency, reliability, scalability, and agility define how we work.
Your Role:
Client Relationship & Advocacy

• Build and maintain long-term relationships with key clients, serving as their primary contact post-onboarding
• Regularly engage with clients to understand their business needs, challenges, and goals
• Act as the internal advocate for clients, ensuring their voices are heard and concerns addressed

Team Leadership

• Lead, coach, and develop Customer Success team members
• Manage task distribution and resource allocation across the team
• Conduct regular performance reviews and identify growth opportunities

Retention & Growth

• Monitor client health metrics and identify at-risk accounts to mitigate churn
• Identify upsell and cross-sell opportunities, working with the sales team to expand accounts
• Oversee contract renewals to ensure client retention and satisfaction

Cross-functional Collaboration

• Work closely with sales, onboarding, and product teams for a seamless client experience
• Provide actionable product feedback based on client interactions
• Report regularly to senior management on client health, team performance, and success stories

Strategy & Process

• Develop and implement customer success strategies aligned with company goals
• Continuously review and optimize customer success processes
• Stay current on industry best practices and integrate new approaches

Data & Insights

• Analyze metrics including NPS, CSAT, and churn rates
• Use data to drive decisions and improve retention strategies
• Deliver data-driven reports and insights to senior leadership

What We're Looking For:

• Experience in a B2B SaaS company with familiarity in subscription models, renewals, and customer lifecycle management
• 2+ years in a Customer Success leadership role (team lead or manager)
• Proven track record of driving retention, reducing churn, and increasing customer satisfaction
• Strong customer advocacy and ability to translate client needs internally
• Ability to troubleshoot technical issues and collaborate with engineering teams
• Excellent verbal and written communication skills
• Experience designing and implementing customer journey strategies
• Proactive, growth-oriented mindset
• Track record of meeting or exceeding KPIs (retention rates, NPS, CSAT)
• Strong project management skills with the ability to handle multiple priorities and manage expectations with senior stakeholder

Nice to Have:

• Strong organizational skills and a self-starter attitude
• Prior experience with delivery service platforms
• Understanding of API integrations
• Degree in Business, Marketing, Engineering, Mathematics, or a related field
• Experience with SQL
• Familiarity with Freshdesk, GitHub, Postman, Kibana, or project management tools
• MBA or equivalent

Apply now if you wish to be a Piper.