Customer Success Operations Lead

7 days ago

Bengaluru, India Sprouts Ai Full time

We are seeking a dynamic Customer Success and Services Operations lead to drive customer satisfaction, retention, and growth while optimizing operational processes across our customer-facing teams. This role combines strategic customer relationship management with operational excellence to ensure seamless customer experiences and scalable business operations.

Responsibilities:

  • Design and optimize customer success processes and workflows.
  • Establish and track key performance indicators (KPIs) for customer success metrics.
  • Help with the implementation/configuration of customer success technology stack (CRM, CS platforms, analytics tools).
  • Create standardized processes for customer onboarding, support escalation, and renewal management.
  • Develop customer segmentation strategies and playbooks.
  • Manage resource allocation and capacity planning for the customer success team.
  • Locate, gather, and organize relevant data from various internal and external sources.
  • Ensure the accuracy, completeness, and quality of data by implementing data validation techniques and audits.
  • Create comprehensive reporting dashboards for leadership and stakeholders.
  • Develop and maintain dashboards, reports, and analytics to track key performance indicators (KPIs) for Customer Success.
  • Analyze data to provide actionable insights and recommendations to support customer retention and satisfaction initiatives.
  • Support ad-hoc reporting needs and provide analytical support for ongoing projects.
  • Partner with Customer Success Managers and other stakeholders to understand business needs and translate them into process improvements and reporting solutions.
  • Work closely with IT, Product, and other teams to ensure seamless integration of data systems and tools.
  • Develop, document, and maintain standardized processes for the Customer Success team.
  • Continuously review and refine processes to ensure efficiency and alignment with company goals.
  • Create and update process documentation, manuals, and guides to ensure consistency and clarity.

Requirements:

  • Bachelor's degree in business, Finance, Data Analytics, Information Systems, or related field.
  • 7+ years of experience in a similar role, preferably within Customer Success, Professional Services, Operations, or Data Analytics.
  • Experience with data management, reporting, and analysis tools (e. g., Excel, SQL, Tableau, Power BI).
  • Experience in process documentation and improvement initiatives.
  • Proficiency with CRM systems (Salesforce, HubSpot, etc. )
  • Experience with customer success platforms (Gainsight, ChurnZero, Totango).
  • Strong analytical skills with proficiency in Excel/Google Sheets and data visualization tools.
  • Excellent attention to detail and commitment to data accuracy.
  • Proficiency in process documentation and workflow design.
  • Effective communication and collaboration skills with cross-functional teams.
  • Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

Job Type: Full-time

Pay: ₹2,000, ₹3,500,000.00 per year

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