Customer Operations Manager (Value Creation Operations)

Hyderabad, Telangana
Permanent
Full-time

1 month ago
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Customer Operations Manager (Value Creation Operations)Location: Hyderabad, India
Employment Type: Full-Time; Salaried
Compensation: Base Salary, Bonus, Stock Options, MedicalJob DescriptionAbout UsInnovapptive is a category-defining SaaS company building the world’s most advanced AI-powered Connected Worker Platform for the industrial sector. Headquartered in Houston, TX, and backed by Vista Equity Partners, Innovapptive is on a mission to reimagine how industrial work gets done — connecting frontline workers, back-office systems, and assets in real time to drive higher safety, reliability, and productivity.Our platform is trusted by some of the world’s largest enterprises — including Shell, Hess, Cenovus Energy, W.R.Grace, Westlake Chemicals, UNICEF, Kimberly Clark, Scott Miracle Gro, and Newmont Mining to name a few, and across chemicals, energy, mining, and manufacturing industries. These customers have achieved tangible, hard-dollar results, such as:

Over $40 million in annual EBITDA savings at a single enterprise.
10× frontline productivity improvements through mobile-first and AI-enabled workflows.
15–20% maintenance cost reductions and significant uptime gains across plants and sites.

Innovapptive is recognized by leading industry analysts for its differentiated value creation model:

Named a Leader in the Frost & Sullivan Industrial Connected Worker Radar.
Featured by Gartner in “Connected Factory Worker” research and the Hype Cycle for Manufacturing Operations Strategy.
Cited by LNS Research for delivering 3–5× greater value than point solutions through unified OT–IT execution, AI/vision innovation, and field-proven ROI.

Our growth is backed by Tiger Global Management and Vista Equity Partners, one of the world’s premier software investors, known for scaling high-performance SaaS companies. Together, we are building the next-generation AI Powered Connected Worker Platform, combining cutting-edge technologies — SLM’s, Generative AI, Computer Vision, and Intelligent Orchestration — into a unified system that transforms plant operations globally.Today, with over 300+ employees across the U.S., India, and ANZ, Innovapptive stands at a pivotal inflection point: with an ambition to scale to $100M ARR within the next 3-4 years by industrializing every aspect of our product, engineering, and customer delivery systems.The RoleInnovapptive 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 EnablementPartner 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 UnlockSupport 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 IntelligenceCreate 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 EnablementEnsure 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 ExecutionAct 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 TeamRequired Experience8–10 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 ProfileYou 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 MeasuredReliability & 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.Powered by JazzHR

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