Manager – Revenue Operations – Customer Success Operations

Role Overview

In this position, you will oversee the end-to-end operations of the Customer Success teams, ensuring that processes, tools, and strategies are aligned to deliver exceptional customer experiences on a scale. This role offers the chance to lead and mentor a diverse, high-performing team while collaborating with cross-functional leadership to drive customer retention and growth.

What You Will Do

Develop and execute customer success strategies aligned with business goals, streamline and automate customer success processes, own churn governance, lead the design of customer health scorecards, drive renewal process automation, build data-driven expansion and upsell scoring frameworks, and establish a structured Implementation-to-CS handover process.

Why It Might Be a Fit

Must-have qualifications include an MBA/PGDM or relevant work experience, strong communication skills, 5+ years of experience in leading process improvement initiatives in B2B SaaS industry, and expertise in using data analytics to inform decision-making.

Requirements

• MBA/PGDM or relevant work experience after BE/BTech
• Strong communication skills
• 5+ years of experience in leading process improvement initiatives in B2B SaaS industry
• Expertise in using data analytics to inform decision-making
• Hands-on experience on Gainsight