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Customer Success Platform Manager

3 weeks ago

Pune, Maharashtra, India beBeeOperations Full time ₹ 1,04,000 - ₹ 1,30,878
Job Title: Key Operations Manager

We are looking for a skilled Key Operations Manager to join our team. In this role, you will be responsible for managing the backbone of our Customer Success operations, ensuring seamless integration and adoption of tools and systems by our Technical Success Managers (TSMs). You will own the administration of CS platforms, manage key reporting pipelines, and drive operational excellence across the organization.

Main Responsibilities:
  1. Own day-to-day management of CS platform, including configuration, integrations, and ensuring adoption by TSMs
  2. Build and maintain dashboards in Datadog and Grafana to track customer health signals and platform performance
  3. Manage reporting pipelines from the database to support TSMs and leadership with accurate, actionable insights
  4. Provide light Salesforce administration (objects, fields, workflows, reports) to ensure CS data is structured and reliable
  5. Develop and automate reporting on customer adoption, engagement, segmentation, and risk signals
  6. Partner with CS leadership to create renewals forecasting dashboards and health score frameworks
  7. Ensure TSMs and leadership have timely access to consistent success metrics
  8. Document and optimize CS processes to improve efficiency and consistency
  9. Create repeatable playbooks for tracking customer journeys and success milestones
  10. Implement alerting mechanisms to notify TSMs of changes in customer usage or risk profiles
  11. Act as the central owner of CS tooling and backend workflows, reducing manual work for TSMs
  12. Ensure data integrity across Vitally, Salesforce, Datadog, and other platforms

Requirements:
  1. 3+ years of experience in Customer Success Operations, Revenue Operations, or a related operations role
  2. Hands-on experience with Vitally (or similar CS platform such as Gainsight, ChurnZero, Totango)
  3. Experience with Datadog and Grafana for monitoring and visualization
  4. Proficiency in Athena or other SQL-based reporting environments
  5. Salesforce administration skills at the object and reporting level
  6. Strong analytical ability to design, build, and automate dashboards and reports that tell a clear story
  7. Proven ability to translate CS team needs into repeatable, scalable workflows
  8. Experience with GitLab (or similar version control) for managing reporting and automation scripts

Bonus Requirements:
  1. Experience in renewals forecasting and segmentation modeling
  2. Familiarity with SIEM tools or security-focused reporting
  3. Exposure to scripting or automation (SQL, Python, or similar)

What Success Looks Like:
  • CS leadership has accurate, real-time reporting on customer health, renewals risk, and adoption
  • TSMs spend less time managing backend tools and more time driving value with customers
  • Operational processes are documented, automated, and repeatable
  • Tools and systems are managed proactively, with improvements suggested and implemented by this role