Director of Customer Success Ops

As the Director of Customer Success Operations (India), you will be the key representative of the India team for Customer Success. Reporting to the India Head and closely collaborating with the VP of Customer Success in the US, your role demands polished communication skills and mature leadership qualities to effectively manage expectations across India and US leadership while driving operational excellence. **Key Responsibilities:** - **Leadership & Operations** - Lead India-based Customer Success Operations across extended shifts, ensuring seamless handoffs and consistent service delivery. - Establish and enforce SOPs, playbooks, and escalation workflows to create accountability and predictability. - Partner with delivery managers to optimize resourcing while upholding customer success standards. - **Stakeholder Representation** - Act as the face of India CS Ops to the VP of Customer Success (US) and enterprise stakeholders. - Join and actively contribute to US-based leadership meetings with polished communication. - Proactively manage escalations to ensure operational issues are resolved at the India level. - **Customer Success Execution** - Drive enterprise onboarding and implementation projects meeting timelines and quality standards. - Oversee L2/L3 support and escalations to ensure SLA compliance and high customer satisfaction. - Monitor renewal risk signals and provide actionable recommendations. - **Team Development & Alignment** - Lead and mentor India CS Ops teams, fostering product knowledge and domain expertise. - Align responsibilities across existing managers under a unified leadership structure. - **Metrics, AI & Innovation** - Define and track KPIs such as SLA compliance, first-pass resolution, and escalation trends. - Champion AI-driven tools to scale operations efficiently. - Continuously improve processes to enhance customer experience and reduce manual overhead. **What We're Looking For (Must-Have):** - 6-10 years of experience in Customer Success, SaaS Operations, and Delivery. - Minimum 2-3 years in a leadership role managing global operations. - Polished communication skills to represent India operations to US executives and enterprise customers confidently. - Strong foundation in support operations, onboarding, SLA management, and escalations. - Enthusiasm for adopting AI-driven initiatives and automation in customer success. - Mature leadership style to keep both India and US leadership aligned and confident. **Nice-to-Have:** - SaaS experience in healthcare IT, RCM, or practice management systems. - Hands-on familiarity with AI-enabled customer success or support tools. **Work Model:** - Based in Pune, India. - Oversight of extended shift coverage required with flexibility for US stakeholder calls outside standard India hours. - Full-time work from the office during probation (first 3 months) with hybrid flexibility post-probation.,