Head of CS Enablement & Operations

Job Description

We're looking for a Head of CS Enablement & Operations to drive operational excellence, enablement, and cross-functional alignment across our customer-facing teams. This is a strategic role that blends process design, training, insights, and customer-centricity to ensure our post-sales organization is empowered to deliver exceptional value at scale. You'll lead initiatives that enhance onboarding, reduce friction, systematize support, and enable CS teams to become trusted advisors. Your north star: Customer NPS, Launch NPS, Internal Efficiency, and Product Adoption, collaborating cross-functionally with Product, Engineering, and Customer teams. No. of positions: 1 What will you be doing? 1. Operational Enablement & Execution Champion cross-functional collaboration with Product, Engineering, and CX to streamline workflows and reduce silos. Drive internal knowledge management by ensuring checklists, help center articles, and SOPs are always current and easily accessible. Design and deliver enablement programs for CSMs, focusing on project management, expectation setting, and process adoption. 2. Customer Journey Excellence Partner with CSMs to map customer journeys, identify friction points, and co-create scalable playbooks and engagement strategies. Improve onboarding quality and timelines across customer segments (SMB, MM, ENT) by owning operational processes end-to-end. Own and refine the structured SOP for handling product queries to ensure consistent, high-quality CSM responses. Basic Excel skills are required for data validation and analytical insights. 3. Insights & Continuous Improvement Analyze product usage, support tickets, and feedback surveys to generate insights that inform training, product enhancements, and strategy. Own customer adoption and ticket deflection metrics through better documentation, smarter tooling, and proactive CSM enablement. Reduce repeated product queries to Product & Engineering by streamlining documentation and improving internal education. Who will you work with? Aniket, Palash, Hemant, and of course, the rest of the jovial inFeedo team. Job Requirements What skills do you need? Qualifications Experience: Bachelors degree from a reputed institute with 8 years of relevant experience in product support operations, customer operations & data analysis. Proven track record of driving customer-centric initiatives that scale. Analytical mindset with a knack for connecting data to action. Hard Skills Strong command over SaaS products and customer operations. Experience with customer journey mapping, training design, and enablement content creation. Proficient in using data/BI tools to track KPIs and uncover insights. Solid understanding of agile product development and support cycles. Detail-oriented with an eye for quality assurance and knowledge management. Soft Skills Strong communication and stakeholder management across teams and levels. Strategic problem-solver with a hands-on, figure-it-out attitude. Able to coach and uplift team members to drive shared outcomes. Clear thinker who can simplify complexity and drive clarity through documentation. Brownie Points HRTech Experience Alignment to our core values What happens after you apply? Step 1: In 15-20 days, if your application shines and aligns with our criteria, our People Success Team will reach out to you for a quick chat about your journey so far. Step 2: Within 4-6 days of that initial chat, we'll introduce you to your potential future team, and we will guide you through the rest of the hiring process. Step 3: If our vibes align after meeting the Hiring Team, you'll have an opportunity to chat with the founders. If we mutually enjoy the conversation, we'll celebrate with a virtual high-five and outline the next steps for you to join us. At any step, if things don't work out, we proactively send an email. You are welcome to ask for detailed feedback and re-apply in the future. :) Our expectations before you click Apply Now Read about inFeedo & Amber. We are an equal-opportunity employer and value diversity at inFeedo. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or education. [Attitude > Skills > Education] Keywords B2B SaaS, HRTech SaaS, Customer success, Enablement, Customer success operations, CS Processes, Cross-functional collaboration Locations: Gurugram, Haryna, India Show more Show less