Data-Driven Customer Success Manager

2 days ago

Hyderabad City Taluka, Pakistan beBee Careers Full time

At our company, we are seeking a skilled Senior Customer Success Operations Manager to join our team. As a key member of our Customer Success organization, you will play a critical role in driving customer retention, reducing churn, and improving overall customer engagement.

Responsibilities:
  • Analyze key customer health metrics such as retention, churn, and Net Dollar Retention (NDR) to inform data-driven decisions.
  • Develop and maintain dashboards and reports to track customer success impact, mapped to the KPIs for the function.
  • Collaborate with the Customer Success team to ensure seamless handoffs between Sales → Onboarding → Customer Success.

Data-Driven Insights

You will leverage your expertise in data analysis, segmentation, and reporting to identify opportunities to optimize customer success processes and create targeted engagement strategies that drive revenue growth and customer retention. You will work closely with the Customer Success team to ensure that data-driven insights inform product development and feature adoption.

Cross-Functional Collaboration

As a Senior Customer Success Operations Manager, you will work collaboratively with various teams, including Marketing, Product, and Platform Ops, to enhance customer onboarding and engagement. Your expertise in automating workflows and playbooks will help us streamline processes and improve data integrity across all systems.

Customer Engagement Frameworks

You will design customer engagement frameworks focused on Revenue Growth and Net Dollar Retention. You will develop and implement onboarding programs, automated playbooks, and predictive analytics to support CSMs in upsell and expansion opportunities.

Qualifications & Skills:

  • 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.

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