Lead-Customer Success Operations

Lead-Customer Success Operations

About the Role

We are seeking a highly analytical, technically fluent, and solutions-oriented individual to join our Customer Success Operations team. This role is ideal for someone who started their career as a Data Engineer or in a similar technical role, and has since transitioned into Delivery Operations or Strategic Program Management.

As a Lead, youll work cross-functionally to drive operational excellence, accelerate process improvements, and improve the scalability of customer onboarding and success workflows. This is a high-impact individual contributor role that combines technical problem-solving with strategic thinking and process design. Exposure to AI or automation use cases is a strong plus.

Customer Success At Innovaccer

Our mission is to turn our customers into tech-savvy superheroes, ensuring they achieve success using our platform to meet their organizations business goals. If you're passionate about helping customers realize the value they seek with technology, then our customer success team is the right place for you.

A Day in the Life

• Partner with CS, Delivery, and Engineering teams to identify and resolve inefficiencies across customer implementations
• Bring a technical lens to operational challenges, especially around data integrations, pipelines, and configuration workflows
• Analyze and optimize delivery and CS processes to improve time-to-value and resource efficiency
• Design and implement scalable, repeatable workflows using tools, templates, and accelerators
• Lead capacity and headcount planning across CS and Delivery functions
• Build and maintain dashboards and performance metrics using SQL and BI tools to support leadership decision-making
• Use data and feedback loops to continuously improve delivery operations and tooling adoption
• Ensure systems alignment and clean data flows across Salesforce, JIRA, and other platforms
• Support cross-functional execution with Sales, Product, and Marketing; enable teams with training and insights tied to customer value

What You Need

• 56 years of experience in SaaS or tech, with a foundation in Data Engineering, Technical Implementation, or similar roles
• Currently working in Delivery Operations, Strategy & Operations, or Customer Success Operations, with a proven ability to bridge technical delivery and business impact
• Strong analytical and problem-solving mindset, with the ability to move from root cause to structured solution
• Hands-on experience with data integration concepts, pipelines, and post-sales SaaS delivery
• Proficiency in SQL, Excel/Sheets, JIRA, and systems/data architecture
• Familiarity with Salesforce and at least one BI platform (e.g., Power BI, Tableau)
• Excellent cross-functional collaboration and communication skills
• Bonus: Scripting experience (e.g., Python), understanding of AI/automation, or prior work with infrastructure-focused product

Here's What We Offer

• Generous Leaves:

  Enjoy generous leave benefits of up to 40 days.

• Parental Leave

  : Leverage one of industry's best parental leave policies to spend time with your new addition.

• Sabbatical

  : Want to focus on skill development, pursue an academic career, or just take a break We've got you covered.

• Health Insurance:

  We offer comprehensive health insurance to support you and your family, covering medical expenses related to illness, disease, or injury. Extending support to the family members who matter most.

• Care Program:

  Whether its a celebration or a time of need, weve got you covered with care vouchers to mark major life events. Through our Care Vouchers program, employees receive thoughtful gestures for significant personal milestones and moments of need.

• Financial Assistance

  : Life happens, and when it does, were here to help. Our financial assistance policy offers support through salary advances and personal loans for genuine personal needs, ensuring help is there when you need it most.