Global Customer Success Operations Manager New
Observe.AI (company site, opens in a new tab)7+ yrsBengaluruOn-siteDirect career pageEst. 18–28 LPA
Posted on 2 Sept
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Job description
Structured overview of role & requirements
About This Role
- Own and optimize global Customer Success operations end-to-end, including operating models, processes, and performance reporting.
- Develop and analyze key CS metrics (GRR, NRR, churn, renewal, expansion, adoption, customer health) to provide actionable insights for leadership and improve customer outcomes.
- Lead cross-functional projects related to customer lifecycle improvements, automation, and technology integration to enhance CSM productivity and scalability.
Minimum Requirements
- 7+ years in Customer Success Operations, Revenue Operations, Business Operations, or related roles.
- Experience working with global Customer Success organizations in B2B SaaS or high-growth tech environments.
- Proficient with CRM and CS platforms such as Salesforce, Gainsight, HubSpot, or equivalents.
- Strong analytical skills with experience in CS metrics analysis and operational reporting.
Ideal Candidate Profile
- Experienced in mapping and improving the end-to-end customer journey and CS operating models globally.
- Able to lead data-driven decision making and operational scalability in a global, fast-paced SaaS environment.
- Skilled in cross-functional collaboration spanning Sales, Product, Support, Finance, and Revenue Operations.