Customer Operations Manager (Value Creation Operations)

Location: Hyderabad, India

Employment Type: Full-Time; Salaried Compensation: Base Salary, Bonus, Stock Options, Medical

Job Description

About Innovapptive

Innovapptive is an enterprise SaaS company building an AI-powered Connected Worker Platform for industrial organizations. Our platform connects frontline workers, back-office systems, and assets in real-time to drive safety, reliability, and operational productivity.

Leading global enterprises including Shell, Hess, Westlake Chemical, Kimberly-Clark, Scott Miracle-Gro, and Newmont Mining, rely on Innovapptive to transform how work gets done across plants and field operations.

Our customers have achieved $50M+ EBITDA savings at a single enterprise, 10× improvement in frontline productivity, and 15–20% reductions in maintenance costs.

Innovapptive is recognized as a Leader in Frost & Sullivan's “Frost Radar 2025 - Augmented Connected Worker Platforms”, with acknowledgments from Gartner and LNS Research, and is backed by Vista Equity Partners and Tiger Global Management.

With headquarters in Houston and an engineering center in Hyderabad, we have 300+ employees across the U.S., India, and ANZ and are on a strong trajectory toward $100M ARR.

The Role

Innovapptive is seeking a Customer Operations Manager to serve as the execution engine behind our Customer Value Creation strategy.

This role exists to ensure that:

Product Reliability → Adoption → Value Realization → Retention (GRR) → Expansion (NRR) operates as a measurable, predictable system — not disconnected activities.

You will partner closely with Engineering, Product, Professional Services, Customer Success, and Support to:

• Reduce execution friction that delays customer value
• Accelerate time-to-value for ramp accounts
• Remove systemic drivers of churn risk
• Ensure expansion is rooted in proven, quantified customer outcomes

This is not a sales operations role. This is a cross-functional execution and value acceleration role focused on customer value and durable revenue outcomes.

How You Will Make An Impact.

Reliability & Support → Adoption Enablement

Partner with Engineering, Product, and Support to ensure reliability improvements translate into customer impact.

• Analyze top drivers of ticket aging, incident trends, and reliability blockers
• Identify systemic root causes impacting adoption and renewal risk
• Create cross-functional remediation plans with owners and SLAs
• Track deployment impact on adoption and churn risk
• Ensure reliability dashboards are tied to business outcomes (not just SLA metrics)

Goal: Reliability improvements must reduce adoption blockers and support-driven churn risk.

Time-to-Value Acceleration & Ramp ARR Unlock

Support execution of Value360 (V360) for strategic and ramp accounts.

• Track milestone attainment for ramp ARR accounts
• Identify delays in onboarding, implementation, or adoption that threaten ARR unlock
• Analyze time-to-first-value and time-to-value trends
• Surface risks early through WBR cadence
• Ensure every ramp account has capacity mapped and value milestones defined

Goal: Reduce time-to-value and accelerate planned ARR realization.

Adoption & Value Realization Governance (Value360)

Institutionalize Value360 as the system of record for customer value.

• Maintain Value360 dashboards for strategic accounts
• Track planned vs. realized value milestones
• Identify gaps between product usage and business outcome realization
• Prepare executive-ready value insights for QBRs and leadership reviews
• Ensure value realization is quantified, validated, and time-bound

Goal: Delivery must result in measurable business impact — not just go-live.

Retention (GRR) Risk Intelligence

Create early-warning systems for churn and downsell risk.

• Analyze correlations between reliability, adoption, and renewal risk
• Track renewal readiness ≥120 days in advance
• Surface systemic risk patterns across accounts
• Support intervention plans for high-risk strategic accounts
• Ensure zero surprise churn events attributable to execution gaps

Goal: Systematically reduce retention risk before renewal windows.

Expansion & NRR Enablement

Ensure expansion is driven by proven value, not opportunistic selling.

• Identify expansion vectors from validated value outcomes
• Track expansion readiness per strategic account
• Convert value realization into case studies and reference-ready assets
• Provide value-backed insights to Sales and Marketing
• Measure % of expansion tied to validated customer outcomes

Goal: Make expansion inevitable through demonstrated customer value.

Operating Cadence & Cross-Functional Execution

Act as execution partner to the SVP, Value Creation Operations.

• Prepare and maintain Customer 360 / WBR dashboards
• Track cross-functional STRAPS (risks, actions, priorities, status)
• Ensure owners, timelines, and follow-through are enforced
• Reduce time from issue identification to executive decision
• Maintain single source of truth across adoption, support, value, and ARR tracking

Goal: Replace execution chaos with disciplined, measurable cadence.

What You Bring to the Team

Required Experience

8–10 years in:

• Customer Operations / CS Ops
• Strategy & Operations
• BizOps supporting Customer Success or Support
• Enterprise SaaS program management

Strong experience in:

• Cross-functional execution
• Root-cause analysis
• Operational analytics
• Dashboarding and BI tools

Proven ability to connect:

• Product reliability signals
• Customer usage trends
• Business outcomes
• Revenue impact

Nice to Have

• Experience working closely with Product & Engineering

• Exposure to DORA metrics, SLIs/SLOs, or incident management environments

• Experience with:

• Salesforce (customer data)

• Gainsight / CS tools

• Freshdesk / Support tools

• Jira

• Consulting or internal strategy background

Ideal Candidate Profile

You are someone who:

• Thinks in systems, not tickets
• Connects technical signals to commercial outcomes
• Is comfortable challenging cross-functional leaders with data
• Thrives in ambiguity and drives structured execution
• Understands that dashboards don’t matter unless behavior changes
• Operates with urgency and ownership

How Success Will Be Measured

Reliability & Support Impact

• Reduction in systemic ticket aging drivers
• Reduced support-driven churn risk
• Improved SLA compliance visibility

Time-to-Value & Ramp ARR

• Reduced time-to-first-value
• On-time ramp milestone attainment
• Improved ramp ARR realization predictability

Adoption & Value Realization

• Higher workflow adoption in strategic accounts
• % of value milestones delivered on schedule
• Increased validated customer value outcomes

Retention & Expansion

• Improved renewal readiness
• Reduced high-risk renewal accounts
• % of expansions tied to validated value realization

Operating Discipline

• Effective WBR cadence with clear decisions and follow-through
• Single source of truth dashboards adopted by leadership
• Reduced execution cycle time across function

What We Offer:

• A positive, open, and highly-innovative environment and team
• Entrepreneurial spirit with unlimited opportunity to grow
• Opportunity to work with leading global brands on exciting and impactful projects
• Competitive Base Pay
• Best of plan on Vacation & Paid Time Off.
• Provision of Medical Insurance for family - self, dependent, spouse, dependent children, parents/parent-in-laws
• Paid Maternity and Paternity leave
• Bi-annual reviews to ensure transparency and promoting high performance culture
• OKR Driven Performance Development Environment
• Learning & Development - access to wide range of e-Learning courses (technical, Product, Process, etc.,)
• A host of Interest Groups/Clubs for Book Reading, Toastmasters, Sports - Cricket, Volleyball, Throw-ball, Badminton, TT, Music

Innovapptive does not accept and will not review unsolicited resumes from search firms.

Innovapptive is an equal opportunity employer and is committed to a diverse and inclusive workplace. Qualified applicants will receive consideration for employment without regard to race, color, religion or creed, alienage or citizenship status, political affiliation, marital or partnership status, age, national origin, ancestry, physical or mental disability, medical condition, veteran status, gender, gender identity, pregnancy, childbirth (or related medical conditions), sex, sexual orientation, sexual and other reproductive health decisions, genetic disorder, genetic predisposition, carrier status, military status, familial status, or domestic violence victim status and any other basis protected under federal, state, or local laws.