Head - Customer Operations

The role of Head of Customer Operations at Tanla Platforms is a critical position within the Customer Success organization, aimed at reinforcing the commitment to customer engagement. As the operational backbone of the customer success function, you will enable strategic account teams to deliver business impact at scale. Your responsibilities will include designing and managing core infrastructure, analytics, and processes to support a high-touch enterprise Customer Success Manager (CSM) model, including activities such as executive business reviews, customer health metrics, playbooks, analytics, and reporting. You will work closely with the Chief Customer Officer and senior stakeholders across product, marketing, and support teams to align solutions with the evolving priorities of clients. The role requires an operations leader who excels at the intersection of strategy, data, systems, and execution, with a focus on helping a customer-first organization scale with clarity and purpose. Key responsibilities include: - Establishing and managing a central source of truth for Customer Success metrics - Providing strategic support for CSMs through frameworks, insights, and operational assistance - Launching and optimizing key Customer Success tools and platforms - Driving cross-functional collaboration to support consistent delivery across strategic accounts - Building, leading, and mentoring a team of Customer Success Operations analysts and program managers The ideal candidate will have: - 10+ years of experience in customer success operations, sales operations, or similar roles in B2B SaaS, Product, or Services companies - Deep familiarity with customer lifecycle metrics and tools - Strong analytical, presentation, and storytelling skills - A proactive and systems-oriented mindset with the ability to support and challenge senior stakeholders with data-backed insights Joining Tanla Platforms offers impactful work where you can play a pivotal role in safeguarding the company's assets, data, and reputation. You will have tremendous growth opportunities in the rapidly expanding telecom and CPaaS space and work in an innovative environment alongside a world-class team. Tanla is an equal opportunity employer that champions diversity and is dedicated to creating an inclusive environment for all employees.,