Senior Associate Customer Success

Job Description

About the Role:

We are looking for a Customer Success & Partner Operations Specialist to join our growing team. This role sits at the intersection of Customer Success and Partnership functions, enabling leadership with accurate reporting, insights, and operational excellence. You will work closely with Customer Success Directors, CMs, Finance, and Partner teams to ensure smooth processes around churn management, data hygiene, reporting, partner commission management, and automation of manual workflows.

What Will You Do:

Customer Success Operations

- Track churn, downsell, and debooking actuals; reconcile forecast vs actuals, and resolve discrepancies
- Drive data hygiene initiatives (ARR) validation, segment updates, churn reason mapping, etc.)
- Maintain and automate Customer Success dashboards, reports, OKR/ KPI tracking for leadership reviews, onboarding metrics, and baseline modifications
- Partner with Customer Success Leadership for QBRs, All-Hands, and other strategic initiatives
- Build and maintain customer health score dashboards, onboarding/ TAM views, and alerting systems
- Contribute to documentation and Customer Success-related projects
- Collaborate with the Customer Success team on Variable Compensation Pay (VCP) data (attainment, quota reallocation, Book of Business).

Partner Operations

- Manage new partner onboarding (agreements, signatures, sandbox setup)
- Maintain PartnerStack, Crossbeam, and AWS Marketplace listings; coordinate private offers
- Track and automate partner data (commission %, churned partners)
- Create channel dashboards, Variable Compensation Pay (VCP) attainment reports, and quarterly billing reports for Finance
- Collaborate with Channels team on VCP data (attainment, commissions %, Managed Services Pay margin %)

What Are We Looking For

A detail-oriented and proactive individual who thrives in operations, loves solving data/reporting challenges, and can collaborate effectively across Customer Success, Finance, and Partner teams.

Must Have

- 3-4 years of experience in Sales/Customer Success/Partner/Revenue Operations or related roles
- Strong working knowledge of Salesforce, Spreadsheets, and reporting tools
- Ability to manage large data sets, resolve discrepancies, and ensure data accuracy
- Strong coordination and stakeholder management skills
- Excellent communication skills (written and verbal)

Good to Have

- Exposure to PartnerStack, AWS Marketplace, or similar tools
- Understanding of SaaS metrics like Annual Recurring Revenue, Churn, Book of Business (BoB), and Variable Compensation Pay (VCP) management
- Experience automating manual processes and setting up dashboards/alerts

Measures of Success

- Accuracy and timeliness of churn/downsizing reporting and reconciliation
- Data hygiene and improved reliability of Customer Success dashboards and KPIs
- Smooth partner commission process with minimal escalations
- Effective execution of quarterly Customer Success and Partner reporting deliverables
- Contribution to automation projects that reduce manual effort

Who Will You Report To: Associate Director Ops

Why join us

Contribute to a product backed by 11 technology patents, showcasing industry-leading innovation.

You are passionate about technology and its impact on the high-growth mobile technology space

Power personalized engagement at scale, processing over 30 billion events daily and reaching 3+ billion devices worldwide.

Flourish in an Environment that Nurtures Growth and Curiosity

Learn More

Get to know us better before you apply

Check out our product documentation, blog, and customer stories to see how we work and what we value.

- Clever.AI
- Blogs
- Redefining Customer Engagement in the AI Era
- TesseractDB
- CleverTap Product Demo

About CleverTap:

CleverTap is the leading all-in-one customer engagement platform, trusted by over 2,000 global brandsincluding marquee Fortune 500 companies to deliver personalized experiences at scale. Recognized as a leader in customer engagement by Forrester and Gartner, and ranked among G2's Top 10 Best Software Companies in India, we empower brands to build long-lasting customer relationships.

At the forefront of our innovation is Clever.AI, driving the next wave of AI-powered engagement. With Clever.AI, brands can stay ahead in a rapidly evolving market, creating deeper connections that spark loyalty and growth. Underpinning Clever.ai is TesseractDB, our purpose-built, 11-patent data platform designed for speed and cost efficiency in customer engagement.

Backed by Accel, Peak XV Partners, Tiger Global, CDPQ, and 360 One, CleverTap is headquartered in San Francisco, with offices in Seattle, Toronto, Vancouver, London, So Paulo, Bogota, Mexico, Amsterdam, Sofia, Dubai, Mumbai, Bangalore, Gurgaon, Singapore, Ho Chi Minh City, Manila, and Jakarta.

For more information, visit https://clevertap.com/ or follow us on Linkedin and X.

Join us in shaping the future of engagement.

CleverTap is dedicated to establishing an inclusive culture that welcomes individuals from diverse backgrounds, encouraging them to contribute their unique perspectives to our workplace