Head of Customer Success & Campaign Operations (hybrid)

Role Overview

The Head of Customer Success will lead all post-sales operations at WordWorks AI, ensuring clients achieve measurable success with our AI-driven voice and chat automation solutions. The role also includes full ownership of the Campaign Team, which runs outbound and inbound engagement operations across two shifts to support clients in BFSI, SaaS, and enterprise automation.

Key Responsibilities

• Build and lead the Customer Success function to drive adoption, retention, and expansion of WordWorks AI solutions.
• Manage and mentor a campaign operations team executing daily customer communication campaigns across voice, WhatsApp, and digital channels.
• Oversee shift scheduling, ensuring 24 / 7 coverage, operational efficiency, and quality control.
• Define and track customer success metrics (CSAT, NPS, renewals, upsells) and campaign KPIs (call success rate, connect ratio, conversion rate).
• Collaborate with product and engineering teams to relay customer feedback and improve platform features.
• Develop playbooks and SOPs for campaign execution, escalation handling, and client onboarding.
• Work with sales and finance to ensure timely renewals, collections, and account health reviews.
• Maintain compliance with data protection and telephony regulations across all operating geographies.

Ideal Profile