Vice President of Customer Success

Location : Hyderabad, India

Employment Type : Full-Time; Salaried

Compensation : Base Salary, Bonus, Stock Options, Medical

Job Description

About Us :

Innovapptive 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 :

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 Role

The Vice President of Customer Success will own the charter of transforming customer relationships from reactive support to strategic value creation. This is not a traditional SaaS Customer Success role — it is a strategic advisory and solutioning leadership position that combines deep industry expertise, problem solving, and functional credibility across maintenance, reliability, operations, and supply chain.

The VP will guide customers through their operational transformation journey using Innovapptive's Value360 Playbook, helping them identify bottlenecks, eliminate adoption blockers, and achieve measurable financial and operational outcomes.

This leader will directly engage with frontline workers, supervisors, planners, and site directors, translating plant-level problems into digital, process, and behavioral solutions that drive adoption, renewal, and expansion.

What You Bring to the Team :

Impact You'll Make

Strategic Customer Leadership

Problem Solving & Solutioning

Expansion & Value Growth

Leadership & Execution Excellence

What You Bring to The Team

Success Metrics (FIRST 90-180 Days)

Metric

Target

Description

GRR (Gross Revenue Retention)

95%

Retain customer ARR via proactive success planning & adoption

NRR (Net Revenue Retention)

115%

Cross-sell and upsell based on Value360 outcomes

Adoption Rate

85% active users

Measured across maintenance, operations & inventory apps

Customer Value Realization

Quantified per account

Link adoption to cost take-out, reliability, safety gains

NPS (Net Promoter Score)

20

Maintain high satisfaction & advocacy

What Success Looks Like in First 12 Months

Why does this Role Matter

What We Offer :

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.

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Skills Required

Eam, Sap Pm, pre-sales technical support, Ibm Maximo