ob Summary
We are seeking a highly analytical and customer-focused Customer Success Operations professional to drive customer lifecycle management, operational excellence, data-driven decision-making, and revenue growth. The ideal candidate will work closely with cross-functional teams to optimize customer success processes, monitor platform performance, improve customer retention, and deliver actionable business insights.
Key Responsibilities1. Customer Success Operations Management
- Drive customer onboarding, adoption, engagement, retention, and renewal initiatives.
- Monitor customer health scores and proactively identify at-risk accounts.
- Optimize customer lifecycle processes and operational workflows to enhance efficiency.
- Ensure timely resolution and escalation of customer issues through effective cross-functional collaboration.
2. Data Analysis & Business Intelligence
- Analyze customer usage, engagement, and revenue data to identify trends, risks, and growth opportunities.
- Develop, maintain, and automate dashboards, reports, and Customer Success KPIs.
- Track key metrics including retention, churn, renewal rates, customer health, and product adoption.
- Provide actionable insights and recommendations to leadership for strategic decision-making.
3. CPaaS Platform Performance Monitoring
- Monitor the performance of CPaaS channels including SMS, Voice, WhatsApp, RCS, and other communication platforms.
- Analyze delivery rates, traffic trends, platform utilization, and service quality metrics.
- Identify operational gaps and recommend process improvements to enhance platform performance.
- Ensure SLA compliance and prepare performance reports for enterprise customers.
4. Customer Retention & Revenue Growth
- Manage customer renewal pipelines and support account expansion initiatives.
- Identify upselling and cross-selling opportunities based on customer behavior and platform usage.
- Collaborate with Sales and Account Management teams to improve customer retention and account growth.
- Support revenue forecasting and customer growth planning initiatives.
5. Process Automation & Operational Excellence
- Automate recurring reports and operational workflows to improve efficiency.
- Enhance data accuracy, reporting quality, and overall team productivity.
- Develop and maintain Standard Operating Procedures (SOPs) and process documentation.
- Recommend system enhancements and process improvements to deliver a better customer experience.
6. Stakeholder Management
- Collaborate with Product, Operations, Sales, Finance, Technical Support, and Engineering teams.
- Prepare business reviews, executive summaries, and customer performance reports.
- Present operational insights, recommendations, and business metrics to senior leadership.
- Support strategic initiatives focused on customer satisfaction, retention, operational excellence, and business growth.
Preferred Skills
- Strong analytical and problem-solving abilities.
- Experience with Customer Success Operations, CRM platforms, and business intelligence tools.
- Excellent knowledge of data analysis, dashboard creation, and KPI reporting.
- Understanding of CPaaS platforms (SMS, Voice, WhatsApp, RCS) is preferred.
- Proficiency in Microsoft Excel, SQL, Power BI, Tableau, or similar reporting tools.
- Excellent communication, stakeholder management, and presentation skills.
- Ability to manage multiple priorities in a fast-paced environment.
Qualifications
- Bachelor's degree in Business Administration, Operations, Analytics, Engineering, or a related field.
- Relevant experience in Customer Success Operations, Business Operations, Customer Experience, Data Analytics, or a similar role.
- Experience in the SaaS or CPaaS industry is an added advantage.
Pay: ₹300,000.00 - ₹400,000.00 per year
Work Location: In person
