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 we're looking for?

- 15-20 years of experience, with at least 5 years in a leadership role managing multi-layered hierarchies.

- Proven ownership of leading $20M-50M 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. We're redefining the way education connects with technology. As one of India'Largest Vertical SaaS + Embedded Payments platform, we're 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, we're now expanding our horizons to cover the entire spectrum of running an educational organization-from managing the student lifecycle to driving student success and outcomes.

What's 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.