Sulekha - Head - Customer Success Operations

• 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 experience.

Qualifications:

• 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.