Talent Wins Games But

Teamwork Wins Championships!

Job Description

Customer Success Operations Manager

Position Overview: 

As we are an Enterprise SAAS company, where our customers pay us over time, Customer Success is absolutely vital to our long-term profitability. 

We will not be successful unless our customers are receiving massive value from our service. 

 

We’re hiring a Customer Success Operations Manager whose mission will be to drive the effectiveness and efficiency of our Customer Success team. You will report into the VP (or Director) of Customer Success and will be their trusted partner in defining customer success objectives, strategy, and tactics, and in implementing processes that scale.

Roles & Responsibilities:

  • Strong reporting and analytical skills
  • 2-4 years in an operations role with a focus on Customer Success or similar function at an Enterprise/ B2B SAAS company
  • Passion for designing processes that scale 
  • Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions 
  • Understand (and enjoy) operational processes and efficiency
  • Enjoys “getting their hands dirty” by digging into complex operations 
  • Takes high degree of ownership over their work 
  • Clear communicator with professional presence
  • Strong listening skills; open to input from other team members and departments 
  • Ability to lead through influence
  • Location at Noida

 

(Customer Success background is not a must have, candidates with experience in Support operations management/ Revenue operations management / PMO with SAAS companies can be considered too)

Preferred:

  • Previous experience in similar role
  • Experience with Customer Relationship Management Software
  • Experience with Support platforms
  • Understanding of Key Performance Indicators (KPIs) for Customer Success
  • Data analytics, business intelligence, and reporting skills
  • Strong Excel / Sheets skills
  • Exposure to Logistics/ Retail/ Manufacturing industries
  • Exposure to EMEA / APAC Market

Key Responsibility Area:

1. Data Processing

  • Reporting: Report to executives and the board on past results, renewals and upsell forecasts, e.g. through dashboards and presentations 
  • Analysis: Track leading indicators of renewals & upsell, and analyze them to understand what’s going well and what’s not 
  • Alerts: Monitor and inform against upcoming renewals, changes in adoption, usage
  • EBR: Facilitate CSMs in creation of EBR documents 

 

2. Processes 

  • Customer Lifecycle: Determine the timing and content of touch points for CSMs along the customer journey, to drive optimal adoption and NPS 
  • External Communications: Coordinate with Communications leads to synchronize email outreaches with CSM touch points 
  • NPS: Run NPS program for clients along with VP CSM and Marketing team
  • Risk Management: Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide path to escalation 
  • Opportunity Management: Identify top candidates for upsell 
  • Cross-Functional Coordination: Coordinate cross-functional processes that help meet renewal and upsell targets and deliver on customers’ needs, including processes for CSMs to: 
  • Relay customer feedback to the Product team 
  • Align with the Support team on resolution of major cases and report bugs to the Engineering team 
  • Provide feedback to Sales on the readiness of our customers 
  • Help the Onboarding team overcome any delays in implementation 

 

3. People 

  • Team Structure: Tier existing customers, assign them to CSMs, re-distribute workload as needed, and forecast hiring needs 
  • Compensation: Determine the metrics on which bonuses are based, and define targets for those metrics 
  • Enablement: Provide materials and data that help CSMs work more effectively 

 

4. Systems 

  • Systems: Implement and manage software that facilitates CSM activities 
  • Ensure is our company’s single source of truth for customer health
  • Create dashboards to measure customer success 
  • Develop ideas for how teams can use , and share during our monthly CSM syncs
Apply For this Job