Customer Success Opera ons Manager – CPaaS Industry

Job Summary

We are seeking a highly analytical and customer-focused Customer Success Operations professional to drive customer lifecycle management, operational excellence, data-driven decision-making, and revenue growth. The ideal candidate will work closely with cross-functional teams to optimize customer success processes, monitor platform performance, improve customer retention, and deliver actionable business insights.

Key Responsibilities

1. Customer Success Operations Management

• Drive customer onboarding, adoption, engagement, retention, and renewal initiatives.
• Monitor customer health scores and proactively identify at-risk accounts.
• Optimize customer lifecycle processes and operational workflows to enhance efficiency.
• Ensure timely resolution and escalation of customer issues through effective cross-functional collaboration.

2. Data Analysis & Business Intelligence

• Analyze customer usage, engagement, and revenue data to identify trends, risks, and growth opportunities.
• Develop, maintain, and automate dashboards, reports, and Customer Success KPIs.
• Track key metrics including retention, churn, renewal rates, customer health, and product adoption.
• Provide actionable insights and recommendations to leadership for strategic decision-making.

3. CPaaS Platform Performance Monitoring

• Monitor the performance of CPaaS channels including SMS, Voice, WhatsApp, RCS, and other communication platforms.
• Analyze delivery rates, traffic trends, platform utilization, and service quality metrics.
• Identify operational gaps and recommend process improvements to enhance platform performance.
• Ensure SLA compliance and prepare performance reports for enterprise customers.

4. Customer Retention & Revenue Growth

• Manage customer renewal pipelines and support account expansion initiatives.
• Identify upselling and cross-selling opportunities based on customer behavior and platform usage.
• Collaborate with Sales and Account Management teams to improve customer retention and account growth.
• Support revenue forecasting and customer growth planning initiatives.

5. Process Automation & Operational Excellence

• Automate recurring reports and operational workflows to improve efficiency.
• Enhance data accuracy, reporting quality, and overall team productivity.
• Develop and maintain Standard Operating Procedures (SOPs) and process documentation.
• Recommend system enhancements and process improvements to deliver a better customer experience.

6. Stakeholder Management

• Collaborate with Product, Operations, Sales, Finance, Technical Support, and Engineering teams.
• Prepare business reviews, executive summaries, and customer performance reports.
• Present operational insights, recommendations, and business metrics to senior leadership.
• Support strategic initiatives focused on customer satisfaction, retention, operational excellence, and business growth.

Preferred Skills

• Strong analytical and problem-solving abilities.
• Experience with Customer Success Operations, CRM platforms, and business intelligence tools.
• Excellent knowledge of data analysis, dashboard creation, and KPI reporting.
• Understanding of CPaaS platforms (SMS, Voice, WhatsApp, RCS) is preferred.
• Proficiency in Microsoft Excel, SQL, Power BI, Tableau, or similar reporting tools.
• Excellent communication, stakeholder management, and presentation skills.
• Ability to manage multiple priorities in a fast-paced environment.

Qualifications

• Bachelor's degree in Business Administration, Operations, Analytics, Engineering, or a related field.
• Relevant experience in Customer Success Operations, Business Operations, Customer Experience, Data Analytics, or a similar role.
• Experience in the SaaS or CPaaS industry is an added advantage.