Customer Success Operations

Job Description

About the Role We are seeking a highly organized and detail-oriented Customer Success Operations Specialist to join our growing team in India. This role is crucial in supporting our Customer Success Managers (CSMs) by owning key operational tasks that enable them to effectively manage their book of business and drive customer renewal readiness. You will be a key partner to the CSM team, account teams, marketing, and other internal stakeholders, focusing on content creation, scaling operations, and program support for initiatives like customer conferences and webinars. This is a non-customer-facing role focused on enabling our CSM team to deliver exceptional service. What Youll Do Operational Support: Streamline and optimize operational processes related to customer success, including managing resources, tracking key metrics, and identifying areas for improvement. Support the execution of customer success programs and initiatives. Data Analysis Reporting: Track and analyze key performance indicators (KPIs) related to customer success operations. Generate reports and provide insights to identify trends and areas for improvement. Renewal Readiness Support: Contribute to initiatives aimed at improving customer retention and driving renewal readiness. This may include developing resources, tracking customer progress, and identifying potential risks. Content Communications: Develop and maintain content calendars, create compelling content (e.g., email templates, newsletters, presentations), and manage internal communications to support CSMs in engaging their customers. Ensure all content is aligned with brand guidelines and messaging. Program Management: Assist in the planning and execution of customer events such as conferences, webinars, and workshops. Cross-Functional Collaboration: Partner closely with CSMs, account teams, marketing, and other internal stakeholders to ensure seamless execution of customer success strategies. Facilitate communication and collaboration across teams. Platform Management: Utilize and maintain various platforms and tools related to customer success operations, ensuring data accuracy and efficient workflows. Your Background Bachelors degree in a related field (e.g., Marketing, Communications, Business). 3+ years of experience in a similar operational or program management role, preferably within a SaaS or technology company. Excellent written and verbal communication skills, with the ability to create clear, concise, and engaging content. Strong organizational skills and attention to detail, with the ability to manage multiple projects simultaneously. Proven ability to collaborate effectively with cross-functional teams. Experience with CRM systems (e.g., Salesforce) and marketing automation tools is a plus. Strong analytical skills and experience with data analysis and reporting. Proactive and results-oriented, with a passion for driving operational excellence. Experience working with global teams is a plus. A strong understanding of customer success principles and best practices. #LI-KT1 Equal Opportunity Statement Did you read the requirements as a checklist and not tick every boxDont rule yourself out! If this role resonates with you, hit the apply button.