Goodera - Associate Director/Director - Strategy & Operations - Revenue

Goodera; Bengaluru; On-site; INR 12,00,000 - 18,00,000; Full time

Job summary

A leading employee volunteering platform is seeking an experienced individual for a critical enablement role aimed at enhancing revenue and client retention. You will design essential processes for client engagement and generate high-impact playbooks to optimize relationships. The ideal candidate has 8-12 years of experience, with strengths in management consulting and strong analytical skills. This role includes working closely with clients to ensure satisfaction, and participation in strategic initiatives, potentially involving travel to the US. Competitive compensation and growth opportunities will be offered.

Qualifications

• 8-12 years of experience, preferably 5+ years in management consulting or startups.
• Ability to travel to the US for strategic customer engagements.
• Experience in implementing strategic initiatives in sales or customer success.

Responsibilities

• Own and optimize the client engagement lifecycle for revenue success.
• Create onboarding and engagement playbooks for the team.
• Develop structured tools for the Client Success Manager (CSM) team.
• Define frameworks for key client cadences and ensure timely delivery.
• Foster executive alignment for strategic engagements.
• Influence the product roadmap based on client patterns.
• Own and report on KPIs for onboarding and growth.

Skills

Management consulting

Analytical skills

Verbal communication

Written communication

Problem solving

Job description

About Goodera

Goodera is the world's leading employee volunteering platform, trusted by 500+ enterprises—including Fortune 100 companies like IBM, Amazon, Deloitte, FedEx, Target, and Intuit—to run & scale their volunteering programs globally. With operations in 100+ countries, 30+ languages, and a network of 50,000+ nonprofits, we've mobilized 1M+ volunteers to impact 10M+ lives. We're growing 100% YoY and are backed by top investors including Elevation Capital, Nexus Venture Partners, Omidyar Network, Zoom Ventures, and Ursula Burns.

About the Role

This is a critical enablement role at Goodera, responsible for building the operating system that drives expansion revenue and Net Revenue Retention (NRR) across our global enterprise client base. The role focuses on designing and institutionalizing best‑in‑class processes that govern how we onboard, engage, deepen relationships with, and grow existing customers over time.

You will define the “how” and “what” of revenue success across the post‑sale lifecycle—building scalable frameworks, high‑impact playbooks, and execution rhythms that unlock expansion opportunities. This role directly influences renewal outcomes, expansion revenue, and long‑term account value by ensuring every client engagement is value‑led and commercially effective.

Key Responsibilities

1. Own the Client Engagement Lifecycle: Design and continuously optimize the end‑to‑end client engagement journey, from onboarding and activation to renewal & expansion, ensuring achievement of expansion revenue targets.
2. Playbook Creation:
   • Onboarding Playbook – including standardized timelines, RACI matrices for internal handoffs, and success criteria for client activation.
   • Goodera Engagement Playbook – best practices across onboarding, MBR/QBR execution, account planning, stakeholder engagement, and value delivery.
3. Toolkit Development: Create structured enablement tools for the CSM team—including welcome decks, account planning templates, maturity scorecards, checklists for QBR/MBR preparation, etc.
4. Client Engagement & Cadence Governance: Define frameworks and templates for all key cadences, and ensure on‑time completion of MBRs/QBRs, Account Strategy Planning, Value‑Add engagements, etc.
5. Executive engagement: Develop structured processes & enablement for Client Partners and CSMs to drive executive alignment—C‑level meetings, in‑person meetings, event participation, etc.
6. Influence our product roadmap: Synthesize patterns from enterprise accounts and collaborate with Product & Engineering to bring customer‑focused innovation into our product.
7. Measurement & Reporting: Own KPIs across onboarding (e.g., TTV, Sales to CSM handovers), engagement (e.g., MBR/QBR adherence), risk mitigation (e.g., account health scores), and growth (e.g., expansion revenues).

Job Requirements

• 8-12 years of experience; preference for candidates with 5+ years in management consulting, fast‑paced early‑to‑growth startup and entrepreneurial experience.
• Comfortable with periodic travel to the US to support strategic customer engagements, revenue initiatives, and leadership‑level planning sessions.
• Proven experience in designing and implementing strategic initiatives across a sales, service, or customer‑success organization.
• Ability to think in terms of processes and frameworks, with a highly structured, analytical, and detail‑oriented approach.
• Strong analytical skills with experience defining and reporting on operational KPIs and leveraging data to drive process improvements.
• Excellent written and verbal communication skills, with a track record of creating high‑quality documentation, training materials, and executive‑level presentations.