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Sulekha - Head - Customer Success Operations

Sulekha.com New Media Private LimitedChennai, India

3 days ago

Job description

The Head of Customer Success Operations will play a pivotal role in shaping and executing the customer experience strategy across our organization.

This leader will oversee a dynamic team of 30 to 40 professionals dedicated to servicing our customers, ensuring consistent value delivery, and driving renewal success.

The ideal candidate is an inspiring and data-driven leader who thrives on building high-performing teams and championing the voice of the customer throughout the business.

Lead, coach, and mentor a team of 30-40 customer success professionals to achieve and exceed service, value, and renewal goals.

Design and implement scalable processes and best practices for customer onboarding, engagement, support, and retention.

Develop and monitor customer health metrics, satisfaction scores, and renewal forecasts to inform strategic decisions.

Partner cross-functionally with Sales, Product, Marketing, and Operations to create seamless customer journeys and address customer needs proactively.

Champion continuous improvement initiatives, leveraging technology and analytics to optimize team efficiency and customer outcomes.

Foster a customer-centric culture, driving employee engagement and professional development across the team.

Resolve escalated customer issues with agility and a solutions-oriented approach.

Oversee the development and delivery of customer success enablement materials, training, and playbooks.

Report regular performance metrics and insights to executive leadership, recommending action plans and strategic investments.

Support the evaluation and implementation of customer success platforms and tools to enhance team performance and customer MBA degree from a recognized institution is required.

Technical background or relevant experience in a technology-driven environment is highly preferred.

8+ years of experience in customer success, operations, or a related field, with at least 3 years in a senior leadership role.

Demonstrated success managing large teams (20+ members) in a fast-paced, customer-focused environment.

Exceptional communication, stakeholder management, and strategic planning skills.

(ref : iimjobs.com)

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Operation • Chennai, India

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