Customer Success Operations Ma · Pune

Customer Success Operations Manager is a customer-facing opportunity based in Pune, India.

As a Customer Success Operations Manager, you will play a crucial role in supporting our Customer Success team by focusing on tooling, reporting, and process improvement. Your primary responsibility will be to ensure that our Technical Success Managers (TSMs) have the necessary systems and insights to deliver value to our customers effectively.

Key Responsibilities

• As a Customer Success Operations Manager, you will play a crucial role in supporting our Customer Success team by focusing on tooling, reporting, and process improvement
• Your primary responsibility will be to ensure that our Technical Success Managers (TSMs) have the necessary systems and insights to deliver value to our customers effectively
• By owning the administration of CS platforms, managing reporting pipelines, and driving operational excellence, you will contribute to the overall success of our organization.Your responsibilities will include managing the day-to-day operations of the CS platform, configuring integrations, and ensuring adoption by TSMs
• Handle incoming issues for Customer Success Operations Manager workflows with urgency, structure, and a clear customer-first mindset.
• Diagnose problems methodically and resolve incidents with minimal repeat effort.
• Coordinate with engineering, product, operations, or client teams when escalations require deeper investigation.
• Maintain accurate records of issues, workarounds, and permanent fixes in shared systems.
• Identify recurring failure patterns and propose practical improvements to reduce support volume.
• Communicate status updates clearly so customers and internal stakeholders understand progress and next steps.
• Validate resolutions carefully before closure to protect quality and trust.
• Contribute to help content, knowledge bases, and internal playbooks that improve team responsiveness.
• Spot edge cases, process gaps, or product issues and escalate them with useful context.

Preferred Qualifications

• Bachelor's degree or equivalent practical experience in a related field.
• Strong troubleshooting ability and a calm, structured approach to issue resolution.
• Excellent written and verbal communication with a customer-first mindset.
• Ability to prioritize effectively and maintain quality while handling multiple issues.
• Comfort working with internal teams to resolve escalations and close knowledge gaps.
• Strong documentation habits and attention to recurring problem patterns.

Applications should be submitted through the listed apply link.