Senior Customer Operations Manager

Summary

Join Webgility as a Senior Customer Success Operations Manager and drive data-driven decisions, optimize processes, and leverage AI to enhance our Sales and Customer Success team. You will support various teams by delivering actionable insights, identifying improvement opportunities, and ensuring seamless operational execution. The ideal candidate thrives in ambiguity, champions process improvement, and effectively uses data analytics to boost efficiency and customer experience. This fully remote role in India requires hybrid working hours (3 pm - 12 am IST) to support our teams. You'll need 7+ years in B2B SaaS and 4+ years in Revenue Operations or Customer Success Operations. A proactive, growth mindset and a sense of humor are also essential.

Requirements

• Have 7+ years working in B2B SaaS
• Have 4+ years in a Revenue Operations or Customer Success Operations role
• Possess a concise and focused communication style (not verbose)
• Demonstrate proven ability to work in ambiguous environments, understand strategic needs of the business, leverage data to come to conclusions, and design projects to drive business outcomes
• Possess strong process focus and understanding of customer success automation and AI tools to enable optimal productivity
• Have in-depth understanding of SaaS KPIs and leveraging Hubspot or Salesforce reporting
• Exhibit a proactive, growth-mindset that embraces adversity
• Possess a sense of humor

Responsibilities

• Analyze customer data to identify trends, risk factors, and opportunities for improving customer retention and satisfaction
• Develop dashboards and reports that provide key metrics for Sales, Account Management, Support, and Customer Onboarding teams
• Create data models to predict churn, expansion opportunities, and customer behavior patterns
• Partner with leadership to develop KPIs and reporting structures to track team performance
• Conduct process audits to assess inefficiencies, bottlenecks, and areas for optimization within Customer Success workflows
• Develop and implement process improvement initiatives that enhance team productivity and customer outcomes
• Collaborate cross-functionally with Product and Marketing teams to align processes with business objectives
• Standardize documentation and workflows to ensure consistency and scalability
• Identify and implement AI-driven tools and automation solutions to enhance the efficiency of Customer Operations
• Work closely with technology teams to integrate AI-powered analytics and automation into customer workflows
• Train and enable teams to maximize the benefits of AI tools in their daily activities
• Stay up-to-date on emerging AI trends and best practices to continuously enhance operational capabilities

Benefits

• Remote/Hybrid Working
• Paid time off
• Parental leaves
• Access to multiple 1:1 sessions, learning platforms and on the job trainings
• Annual wellness sessions
• Wellness time offs
• Group health insurance with the no-capping model that covers employees, spouses, and children
• Thoughtful recognition programs
• Annual employee awards
• Approachable management
• Monthly town halls to openly share ideas
• Transparent feedback mechanism
• Leadership visibility
• 3,500,000 - 4,500,000 INR base salary (based on experience)
• 20% Bonus paid quarterly
• Equity compensation awarded after 90 days