Manager Customer Success

Job Description

About MyOperator :

MyOperator is a Business AI Operator, a category-leader that unifies WhatsApp, Calls, and AI-powered chat & voice bots into one intelligent business communication platform. Unlike fragmented communication tools, MyOperator combines automation, intelligence, and workflow integration to help businesses run WhatsApp campaigns, manage calls, deploy AI chatbots, and track performance — all from a single, no-code platform. Trusted by 12,000+ brands including Amazon, Domino's, Apollo, and Razorpay, MyOperator enables faster responses, higher resolution rates, and scalable customer engagement — without fragmented tools or increased headcount.

Role Overview :

We are seeking an Assistant Manager – Customer Success to lead and oversee the entire Customer Success department for our SMBG clients. This role involves managing a team of 3–4 Team Leaders, who in turn manage a large pool of Customer Success Executives. You will be responsible for driving end-to-end customer journey – from onboarding to product adoption, engagement, and retention – while building scalable processes suitable for a high-volume customer base.

Key Responsibilities

• Lead and mentor 3–4 Team Leaders and indirectly oversee a team of 30+ Customer Success Executives.
• Drive customer onboarding, adoption, retention, and satisfaction across SMBG clients.
• Develop and implement customer success strategies and playbooks tailored for high-volume SMB customers.
• Implement and scale tech-touch engagement models for effective customer coverage.
• Develop strategies to drive deep product adoption and showcase the value of MyOperator's solutions (Cloud IVR, Call Center Software, WhatsApp API, etc.).
• Monitor health metrics, churn signals, and client escalations; design proactive action plans.
• Collaborate with Product, Sales, and Support teams to ensure a seamless customer experience.
• Deliver regular business reviews and performance reports to leadership (CEO and senior stakeholders).
• Continuously optimize processes to enhance team productivity and customer outcomes.

Requirements

Qualifications :

Join us at MyOperator and be part of a dynamic team that is transforming the way businesses communicate. We offer competitive compensation, comprehensive benefits, and ample opportunities for growth and career advancement. Apply today and embark on an exciting journey with us!

Benefits

Requirements

MyOperator is a leading cloud communications provider in India, empowering over 12,000 businesses with a suite of innovative products. From our robust cloud contact center and IVR solutions to integrated WhatsApp Business APIs and omnichannel campaign management tools, we provide a unified platform for businesses to manage their customer interactions efficiently. Our mission is to help small and medium-sized businesses (SMBs) enhance their customer experience, streamline communication, and drive growth. We are a team of passionate innovators dedicated to the success of our clients. As we continue to expand our footprint in the SMB sector, we are looking for a dynamic and customer-obsessed leader to manage and grow our Customer Success team. Position Overview The Manager of Customer Success for our SMB Group is a critical leadership role responsible for ensuring our small and medium-sized business clients achieve maximum value from our products. You will lead a team of Customer Success Managers (CSMs) dedicated to building strong relationships, driving product adoption, and securing long-term customer loyalty. The ideal candidate is a strategic thinker with a proven track record in SaaS customer success, a passion for helping SMBs thrive, and the ability to lead and mentor a high-performing team. Key Responsibilities Team Leadership & Development : Lead, mentor, and scale a team of Customer Success Managers focused on the SMB segment. Set clear team goals and KPIs related to product adoption, customer health, retention (Gross & Net Revenue Retention), and customer satisfaction (NPS / CSAT). Conduct regular performance reviews, provide coaching, and foster a collaborative and results-oriented team culture. Revenue calculation and target distribution understanding. Develop and implement scalable processes and playbooks for the entire customer lifecycle, including onboarding, value realization, and renewals. Customer Lifecycle Management : Oversee the end-to-end customer journey for SMB clients, ensuring a seamless onboarding experience and continued engagement. Develop strategies to drive deep product adoption and showcase the value of MyOperator's solutions (Cloud IVR, Call Center Software, WhatsApp API, etc.). Implement and manage a tech-touch / low-touch engagement model suitable for a high-volume SMB customer base. Strategic Account Management & Growth : Proactively monitor customer health scores to identify and mitigate churn risks. Collaborate with the sales team to identify and execute on upsell and cross-sell opportunities within the existing customer base. Serve as an escalation point for critical customer issues, ensuring timely and effective resolution. Voice of the Customer : Aggregate and analyze customer feedback to provide actionable insights to the Product, Marketing, and Engineering teams. Act as a customer advocate internally, ensuring the needs of our SMB clients are represented in future product development and company strategy. Data & Analytics : Utilize CRM and Customer Success platforms (e.g., Salesforce, Gainsight, Zoho) to track customer interactions, health, and key metrics. Deliver regular reports on team performance, customer retention, and churn analysis to senior leadership. Qualifications & Desired Skills Experience : 5-7 years of experience in a customer-facing role such as Customer Success, Account Management, or Client Services within a B2B SaaS environment. 2+ years of direct experience managing and leading a team of CSMs or Account Managers. Proven experience working with and supporting SMB customers is highly desirable. Experience in the telecommunications, CPaaS, or cloud communication industry is a strong plus. Skills : Leadership : Exceptional leadership and team management skills with a passion for developing talent. Customer-Centricity : A deep sense of empathy and a genuine passion for understanding and solving customer problems. Strategic Thinker : Ability to develop and execute strategies to improve customer retention and drive expansion revenue. Communication : Excellent verbal and written communication skills, with the ability to articulate technical concepts to a non-technical audience and present to stakeholders. Analytical Mindset : Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions. Tech Savvy : Proficiency with CRM software (e.g., Salesforce, Zoho CRM) and customer success tools. Familiarity with cloud telephony concepts is beneficial. Problem-Solving : Proactive and adept at identifying potential issues and implementing effective solutions.