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Mid-senior, metro, and notable SaaS brand create moderate competition among qualified CS operations candidates.
Strong SaaS Customer Success domain requirements reduce transferability across industries.
Requires 7+ years, SaaS CS operations experience, platform expertise and strong metrics focus, so high shortlisting strictness.
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.
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.
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.