Customer Operations Manager

Overview

Own the systems, data, and processes that keep the Customer Success organization running efficiently, working with the Sr. Customer Success Operations Manager and cross-functionally with CSMs, Renewals, and Onboarding teams.

What you'll do

• Build and maintain recurring reports and dashboards (health scores, churn/renewal metrics, CSM productivity, NPS/CSAT) that leadership and CSMs rely on for decision-making.
• Pull and clean data from CS platforms to support leadership reporting and QBRs, using AI-assisted tools to accelerate data cleanup and duplicate detection while flagging quality issues before they reach stakeholders.
• Own day-to-day administration of CS platforms (e.g., Gainsight, Salesforce, Zendesk/Intercom), including field updates, access requests, and configuration changes, escalating ambiguous or higher-risk cases to the Sr. CS Operations Manager.
• Document and refine workflows, playbooks, and automations that the broader CS team uses, proactively identifying and proposing improvements where friction exists.
• Own renewal tracking and reporting, independently surfacing upcoming renewals and at-risk accounts to the CS Operations Manager and CSMs.
• Coordinate onboarding operations tasks, including checklists, handoff tracking, and milestone reporting, to keep new customers moving smoothly through their first months.
• Partner with CSMs, Renewals, and Onboarding teams on ad hoc projects that support the broader CS Operations roadmap, and help onboard new CS Ops hires to platform basics and team workflows.

What you'll need

• 4+ years of experience in a data, operations, or customer-facing support role.
• Proficient working in spreadsheets/Excel.
• Working proficiency with at least one CRM/CS platform (Salesforce, Gainsight, HubSpot, Zendesk, or similar), with the ability to quickly ramp on others.
• Strong attention to detail and organizational skills; comfortable managing multiple recurring tasks and deadlines.
• Clear written and verbal communication skills, including the ability to flag issues or ask clarifying questions proactively.
• Genuine curiosity about how Customer Success operations and SaaS businesses work.

Nice to have

• Exposure to SQL or BI tools (e.g., Tableau, Looker).
• Prior exposure to a Customer Success, Support, or RevOps function.
• Basic understanding of SQL, Excel formulas/pivot tables, or data visualization tools.
• Experience with CRM/CS Platforms including Gainsight and Salesforce.
• Fluency with AI-assisted tools for reporting, data cleanup, and data analysis.
• Experience in a SaaS or high-growth technology company.

Details

• Location: APAC - India.