Customer Success Operations Program Manager

New Delhi
Enterprise Customer Success – Customer Success /
Full-time /
Our vision is to be the Champions of a Safer Digital Future and the Champions of Change. We believe in empowering individuals and teams with freedom and responsibility to align their goals such that we all row in the same direction. We are uncomfortably transparent, autonomous & accountable; we have zero tolerance for brilliant jerks; we have an unlimited vacation policy and more. For us, our Culture Is Our Strategy - check out our Culture Memo for more details and surprises.

Location: New Delhi

Experience: 5-7 years

Core Responsibilities:

    • Implement and manage software that facilitates CS activities (Gainsight)
    • Drive the effective forecasting and reporting of past results on key customer success measures (adoption, renewals, upsells, customer satisfaction, advocacy, etc.)
    • Develop systems to track and analyze leading indicators of renewals and upsell
    • Detect early signals of at-risk accounts, design systematized CS playbooks and provide path to escalation
    • Build cross-functional processes (visibility and accountability) that help meet renewal and upsell targets, and drive their successful adoption
    • CS team enablement, including materials, data and coordination of training to help the team work more effectively
    • Perform other operational tasks as required to support the customer success function

Essential Skills/ Qualifications/ Experience:

    • Experience with Customer Success management, operations and enablement
    • Demonstrated ability to lead complex projects related to Gainsight implementation (e.g., Gainsight, Rocketlane, etc)
    • Strong project management skills - super detail-oriented, disciplined and analytical
    • Comfort with building, ambiguity, and high growth chaos in a startup environment
Join our rocket ship if you want to learn, make your mark and work with incredible talent!