Full-Time Senior Customer Success Ops Manager

Senior Customer Success Ops Manager - India (Remote)

Webgility is the Modern Commerce Workspace™ that empowers commerce businesses to get more done, in less time. We've helped over 10,000 retailers and brands to automate tedious gruntwork by connecting QuickBooks to Shopify, Amazon, and dozens of additional marketplaces.

Founded in 2007, our mission today is still the same – help commerce businesses to thrive and win! We are seeking a Senior Customer Success Operations Manager to drive data-driven decision-making, optimize processes, and leverage AI tools to enhance the effectiveness of our Customer Success team.

This role will support Account Management, Support, and Customer Onboarding by delivering actionable insights, identifying opportunities for improvement, and ensuring seamless execution of operational initiatives.

The ideal candidate thrives in ambiguity, is a process improvement champion, and effectively leverages data analytics to drive efficiency and enhance the customer experience.

Key Responsibilities

1. Data Analysis & Insights

   • 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 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.

2. Process Audit & Improvement

   • 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, Sales, and Support teams to align processes with business objectives.
   • Standardize documentation and workflows to ensure consistency and scalability.

3. AI & Automation Enablement

   • Identify and implement AI-driven tools and automation solutions to enhance the efficiency of Customer Success 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.

This role is fully remote within India and will require hybrid working hours from 3pm - 12am IST in order to support our Customer Success teams.

Here's what you'll bring to the table:

• Must have 7+ years working in B2B SaaS
• Must have had 4+ years in a Revenue Operations or Customer Success Operations role
• Concise and focused communication style (not verbose)
• 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
• Strong process focus and understanding of customer success automation and AI tools to enable optimal productivity
• In-depth understanding of SaaS KPIs and leveraging Hubspot or Salesforce reporting
• A proactive, growth-mindset that embraces adversity
• A sense of humor

Benefits

• Work-Life Integration: We fully support Remote/Hybrid Working, paid time off, parental leaves to allow our employees flexibility in an ever-evolving work culture
• On-the-Job Training & Development: We encourage learning and growth through access to multiple 1:1 sessions, learning platforms and on the job trainings
• Health & Wellness: Prioritizing employee well-being, we offer annual wellness sessions plus wellness time offs, unlimited access to gaming room and a well-equipped fitness center
• Family Insurance: Group health insurance with the no-capping model that covers employees, spouses, and children
• Rewarding Culture: We honor our employees' accomplishments through thoughtful recognition programs, annual employee awards, and celebrate even the smallest of wins
• Open-Door Policy: Approachable management, monthly town halls to openly share ideas, transparent feedback mechanism, and leadership visibility are our success pillars

Compensation

3,500,000 - 4,500,000 INR base salary (based on experience) 20% Bonus paid quarterlyEquity compensation awarded after 90 days

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