Manager - Customer Success

ABOUT SUPEROPS

SuperOps is a SaaS startup empowering IT service providers and IT teams around the world with technology that is cutting-edge, future-ready, and powered by AI. We are backed by marquee investors like Addition, March Capital, Matrix Partners India, Elevation Capital, and Tanglin Venture Partners. Founded by Arvind Parthiban, a serial entrepreneur, and Jayakumar Karumbasalam, a veteran in the IT space, SuperOps is built on the back of a team of engineers, product architects, designers, and AI experts, who want to reshape the world of IT.

Now we have taken on a market that is plagued by legacy solutions and subpar experiences. The potential to do something great is immense. So if you love to grow, be part of a kickass team that inspires you to do more, and make an everlasting mark in the world of IT, SuperOps is the place to be. We also believe that the journey is as important as the destination. We want to build the best products out there and have fun while doing so. So come, be part of our A-star team of superheroes.

Abou the role

we're looking for a
Senior Manager - Customer Success
who shares our passion for empowering customers with smart, scalable solutions.

As a key leader in our Customer Success organization, you'll drive strategic initiatives that directly impact customer engagement, retention, and growth. You'll oversee a high-performing team that partners closely with our global MSP customers, ensuring they extract maximum value from our unified PSA-RMM platform. You'll also collaborate closely with Sales, Product, and Support to build a seamless customer journey and scale our CS practices as we grow.

What You'll Do at SuperOps

• Lead a high-impact team:
  Hire, mentor, and coach a world-class Customer Success team. Drive a proactive, data-informed approach to managing customer relationships and instill a "customer-obsessed" culture.
• Own the customer lifecycle:
  From onboarding and adoption to renewals and expansions, you'll design and optimize every phase of the customer journey for high impact and retention.
• Drive value and minimize churn:
  Identify early signals of risk and put proactive retention plans in place. Ensure that our MSP customers continuously see value and results from SuperOps.
• Champion the voice of the customer:
  Work closely with Product and Engineering to relay customer feedback that shapes roadmap priorities. Be a bridge between our users and internal teams.
• Enable expansion and advocacy:
  Partner with Sales to uncover growth opportunities within accounts. Turn happy customers into passionate advocates and references.
• Leverage data to scale:
  Build playbooks and processes that scale as our customer base grows.
• Continuously improve:
  Challenge the status quo. Streamline operations, enhance tools, and find better ways to deliver exceptional experiences at scale.

What We're Looking For

• 10+ years of experience in Customer Success, Account Management, or related fields; with at least 4+ years leading CS teams in fast-paced SaaS environments.
• Deep understanding of SaaS metrics, customer segmentation, and lifecycle management, ideally with experience supporting MSPs or IT services.
• Experience working with international markets and scaling CS functions globally.
• Strong leadership and cross-functional collaboration skills you know how to influence and drive alignment across teams.
• A data-driven approach to decision-making, with a strong grasp of customer health metrics and success frameworks.
• Excellent communication skills - you can speak the language of both technical users and business stakeholders.
• Product-savvy and customer-obsessed you know how to evangelize solutions and build customer love.
• It is a Global role. The general shift would be EU but the Senior Manager is also required to spend time with their US shift folks few times in a month
• Bonus: Experience in MSP tooling (e.g., PSA, RMM platforms) or IT operations software.

Why SuperOps

• Join a rapidly growing startup that's shaking up the MSP industry with a fresh perspective and cutting-edge tech.
• Work with a passionate, diverse team that thrives on ownership and innovation.
• The opportunity to make a real impact on your work will directly shape the future of customer success at SuperOps.