Senior Customer Success Operations Leader

2 days ago

Hyderabad City Taluka, Pakistan beBee Careers Full time

We are looking for a Senior Customer Success Operations Manager to enhance the efficiency and effectiveness of our Customer Success 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.

Key Responsibilities:
  • 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.

Data & Analytics for CS Strategy

Using data analysis and segmentation techniques, we will identify opportunities to optimize customer success processes and create targeted engagement strategies that drive revenue growth and customer retention.

Tool & Process Optimization

As a Senior Customer Success Operations Manager, you will be responsible for optimizing our customer success tools and implementing automated workflows to scale our operations efficiently. You will work closely with the Customer Success team to ensure seamless handoffs between Sales → Onboarding → Customer Success and provide data-driven insights to inform product development and feature adoption.

Cross-functional Collaboration

You will collaborate 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 Journey & Retention Strategies

In this role, 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.

Reporting & Forecasting

As a Senior Customer Success Operations Manager, you will build dashboards and reports for Customer Success leadership to track customer success impact, mapped to the KPIs for the function. You will forecast churn risk, expansion revenue, and retention trends, and measure and report on customer feedback metrics (CSAT, NPS, CES).

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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