The Customer Success Operations Manager will be responsible for building, optimizing, and scaling the operational framework that supports our Customer Success, Customer Support and operations teams. You will work closely with Sales Operations, Product, and technical teams to streamline and optimize customer success operations, ensuring seamless cross-functional collaboration. Additionally, you will be responsible for implementing playbooks and processes to drive efficiency, scalability, and enhanced customer experience.
Additionally, you will lead the implementation of a CSP (Customer Success Platform), ensuring all departments are synchronized and leveraging automation to enhance efficiency. As first hire in this function, this role will be critical in shaping how Customer Success Operations supports business growth.
Key Responsibilities :
Assist in improving the process of implementing contract terms into our system, ensuring all agreed-upon points are accurately fulfilled and operations run smoothly.
Lead the selection, configuration, and implementation of a Customer Success Platform (CSP) to streamline workflows, track customer lifecycle health, and improve engagement.
Ensure full adoption across Customer Success, Support, NOC, Sales Operations, and Product teams, creating unified visibility into customer interactions and operational efficiency.
Improve customer onboarding, data plan provisioning, and contract management workflows to enhance efficiency.
Develop playbooks that define best practices for onboarding, monitoring, and troubleshooting customer data plans.
Standardize customer engagement workflows for different customer segments to improve retention and satisfaction.
Optimize cross-functional communication and data-sharing between Customer Success, Product, NOC, Support and Sales Operations.
Establish KPIs to track customer health & performance and team goals based on company strategy
Use analytics to provide insights into customer usage trends, potential risks, and opportunities for upselling/cross-selling.
Collaborate with finance and revenue teams to track contract terms, billing accuracy, and cost efficiency for customer data plans.
Technical Expertise: Proficient in AI tools, Power BI, Salesforce, Monday.com and experienced in implementing and managing Customer Success
Platforms (CSPs) for automation and optimization.
3+ years of experience in Customer Success Operations, Sales Operations, or a related role in B2B SaaS, IoT, Telecom, or Connectivity industries.
Strong experience working with Customer Success Platforms (e.g., Gainsight, Totango, ChurnZero) and CRM tools (e.g., Monday.com, Salesforce, HubSpot).
Strong analytical skills with experience using Excel, SQL, or BI tools to drive data-driven decision-making.
Excellent communication skills and ability to work cross-functionally with Product, Sales Operations, and Tech teams.
Ability to create structured processes from the scratch and drive implementation across multiple departments.
Preferred:
Experience in implementing CSPs and Salesforce from the scratch, including leading the change management process.
Familiarity with telecom, SIM, eSIM, or IoT connectivity technologies.
Deep understanding of customer health scoring models and data-driven insights to enhance customer experience, drive engagement, and showcase the value and quality of our industry-leading services.
Multilingual skills are a plus, as we are a global organization, facilitating better communication both internally and with diverse customers to enhance collaboration and customer experience.
