Head - Customer Operations

About the Role:

Tanla platforms is a publicly listed industry leader in the markets it operates in and is at an exciting juncture in its history with some very innovative upcoming solution launches. Come be a part of and influence this pivotal point in the growth journey of Tanla. To build on our long standing reputation of deep embedded customer relationships, we are building a dedicated Customer Success organization to reinforce the commitment and serve as the tip of spear for our customer engagement.

As Head of Customer Operations , you will be the operational backbone of our customer success function, enabling strategic account teams to deliver business impact at scale. You will design and manage the core infrastructure, analytics, and processes that support a high-touch enterprise CSM model—including executive business reviews (EBRs), customer health metrics, playbooks, Analytics and reporting.

This role is ideal for an operations leader who thrives at the intersection of strategy, data, systems, and execution—and who is motivated by helping a customer-first organization scale with clarity and purpose. This role will report to our Chief Customer Officer (CCO). You'll work closely with senior stakeholders within both the customer and internal ecosystem—across product, marketing, and support—to align our solutions with the evolving priorities of our clients.

With a small number of high-value customers, every touchpoint counts . The Head of Customer Success Operations ensures that every CSM is empowered to act strategically, every decision is backed by insight, and every customer engagement drives value—for them and for us.

What You'll be Responsible for?

Business Intelligence (BI), Reporting and Metrics

• Define and manage a central source of truth for Customer Success metrics , including adoption, health scores, NPS, and expansion opportunities.
• Partner with Product and Finance to align customer success data with company-level reporting.
• Build dashboards and visualizations that provide actionable insights for CSMs, leadership, and executive reviews.

Strategic Support for CSMs

• Create and maintain standardized frameworks for Executive Business Reviews (EBRs) —templates, insights, and benchmarks tailored to strategic accounts.
• Equip CSMs with tools, best practices, and customer intelligence to drive business impact conversations.
• Drive operational support for account planning, success plans, and success KPIs.

Operational Infrastructure

• Launch and optimize key CS tools and platforms ensuring workflows, data integrity, and usability.
• Standardize key CS processes across the customer lifecycle: onboarding, QBRs, renewals, escalations, risk mitigation.
• Implement scalable programs to support consistent delivery across all strategic accounts.

Cross-Functional Collaboration

• Project manage key cross-functional initiatives on behalf of CCO driving a high level of operating rigor.
• Act as the operational bridge between CS, Product, Marketing, and Finance.
• Partner with Product and Engineering to close the loop on feature usage, feedback, and roadmap alignment.
• Work with Marketing and Enablement to develop customer-facing and internal enablement assets

Team Leadership & Development

• Build, lead, and mentor a small team of Customer Success Operations analysts and program managers.
• Set priorities, manage capacity, and develop talent in a fast-moving, high-impact environment.
• Foster a culture of ownership, rigor, and continuous improvement within the CS Ops team.

What You'd have?

Experience

• 10+ years in customer success operations, sales operations, business operations, or similar analytical/strategic role in a B2B SaaS, Product or Services company.
• Experience supporting enterprise customer success teams or strategic account functions.
• Deep familiarity with customer lifecycle metrics and tools.
• Proven expertise and building and scaling analytical backbone for measuring customer and product performance.

Mindset & Skills

• Metrics- and process-oriented thinker with a strong bias toward operational excellence.
• Strong analytical, presentation, and storytelling skills—able to turn raw data into strategic insight.
• Proactive, systems thinker who thrives in a dynamic, cross-functional environment.
• Able to support and challenge senior stakeholders with data-backed insights.

Why join us?

• Impactful Work : Play a pivotal role in safeguarding Tanla's assets, data, and reputation in the industry.
• Tremendous Growth Opportunities : Be part of a rapidly growing company in the telecom and CPaaS space, with opportunities for professional development.
• Innovative Environment: Work alongside a world-class team in a challenging and fun environment, where innovation is celebrated.

Tanla is an equal opportunity employer. We champion diversity and are committed to creating an inclusive environment for all employees.