Senior Customer Success Operations Manager

We are looking for a Senior Customer Success Operations Manager to enhance the efficiency and effectiveness of our Customer Success (CS) team. This role will focus on data-driven insights, process automation, tool optimization, and cross-functional collaboration to drive customer retention, reduce churn, and improve overall customer engagement.

1. Data & Analytics for CS Strategy

• Define, track, and analyze key customer health metrics such as retention, churn, and Net Dollar Retention (NDR).
• Provide insights and reporting on CS performance, customer behavior, and key trends.
• Segment customers to enable personalized engagement strategies.

2. Tool & Process Optimization

• Own and optimize Customer Success tools
• Implement and automate workflows (e.g., lifecycle playbooks, alerts) to scale CS operations efficiently.
• Ensure data integrity and accuracy across all systems.

3. Cross-functional Collaboration

• Work closely with Customer Success, Marketing, Product and Platform Ops teams to improve customer onboarding and engagement.
• Ensure smooth handoffs between Sales → Onboarding → Customer Success.
• Provide data-driven insights to the Customer Success team to enhance customer experience and feature adoption.

4. Customer Journey & Retention Strategies

• Design customer engagement frameworks primarily focused on Revenue Growth and Net Dollar Retention (e.g., onboarding programs, automated playbooks).
• Track adoption and engagement trends to proactively identify churn risks.
• Support CSMs in upsell and expansion opportunities through predictive analytics.

5. Reporting & Forecasting

• Build dashboards and reports for Customer Success leadership to track customer success impact, mapped to the KPIs for the function.
• Forecast churn risk, expansion revenue, and retention trends.
• Measure and report on customer feedback metrics (CSAT, NPS, CES).

• 5+ years in a Customer Success Operations, Revenue Operations, or Business Operations role.
• Strong experience with CS tools such as ChurnZero, Gainsight, PBI.
• Expertise in data analysis, segmentation, and reporting (Excel, SQL, or BI tools like Tableau, Looker, or Power BI).
• Experience in automating workflows and playbooks to scale CS processes.
• Strong understanding of customer retention, churn analysis, and expansion strategies.
• Ability to work cross-functionally with Sales, Marketing, and Product & Engineering teams.
• Strong communication skills to translate data-driven insights into actionable strategies.
• Knowledge of customer feedback frameworks (CSAT, NPS, CES) is a plus.

• We innovate with purpose. You'll be a part of a cutting-edge technology company with an upward trajectory, who are proud to simplify cloud and AI so builders can spend more time creating software that changes the world. As a member of the team, you will be a Shark who thinks big, bold, and scrappy, like an owner with a bias for action and a powerful sense of responsibility for customers, products, employees, and decisions.
• We prioritize career development. At DO, you'll do the best work of your career. You will work with some of the smartest and most interesting people in the industry. We are a high-performance organization that will always challenge you to think big. Our organizational development team will provide you with resources to ensure you keep growing. We provide employees with reimbursement for relevant conferences, training, and education. All employees have access to LinkedIn Learning's 10,000+ courses to support their continued growth and development.
• We care about your well-being. Regardless of your location, we will provide you with a competitive array of benefits to support you from our Employee Assistance Program to Local Employee Meetups to flexible time off policy, to name a few. While the philosophy around our benefits is the same worldwide, specific benefits may vary based on local regulations and preferences.
• We reward our employees. The salary range for this position is based on market data, relevant years of experience, and skills. You may qualify for a bonus in addition to base salary; bonus amounts are determined based on company and individual performance. We also provide equity compensation to eligible employees, including equity grants upon hire and the option to participate in our Employee Stock Purchase Program.
• We value diversity and inclusion. We are an equal-opportunity employer, and recognize that diversity of thought and background builds stronger teams and products to serve our customers. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

*This job is located in Hyderabad, India

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