Manager - Customer Success Operations
- Zenoti
- 8 - 13 years
- Hyderabad
- 2 months ago
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Job Description
As part of the CX Operations team , you will be entrusted with the responsibility of enabling operational excellence for our Customer Success organization. You will work closely with CS leaders, cross-functional teams, and project owners to identify, implement, and track key initiatives that enhance customer outcomes, retention, and experience. Your work will drive the operational rhythm, improve processes, and ensure CS teams have the insights, tools, and governance they need to deliver value consistently.
What will I be doing
- Partner with CS leaders to define operational KPIs, build frameworks to measure success, and lead reporting initiatives
- Map out key Customer Success processes and tools, and identify areas for automation, standardization, and optimization
- Work with data and insights teams to develop Power BI dashboards that provide real-time visibility into customer health, renewals, and CS performance
- Drive the operational cadence of QBRs, customer reviews, renewals, and risk management programs
- Ensure accurate and updated documentation of CS processes, policies, and handbooks
- Identify and close gaps in process implementation across customer journey stages (onboarding, adoption, expansion, and renewal)
- Design and implement audit processes for CS programs to drive accountability and track improvement over time
- Champion cross-functional collaboration with Support, Product, and Revenue Ops teams to align on customer goals
What skills do I need
- 8+ years in Customer Success Operations, Business Operations, or equivalent roles
- Proven experience building and scaling CS Ops frameworks, cadences, and governance models
- Strong knowledge of SaaS metrics (churn, expansion, NRR, health score) and customer journey tracking
- Certified Lean Six Sigma Green Belt (or higher)/ MBA in Operations with working knowledge of Lean Six Sigma principles
- Ability to synthesize complex data into actionable insights and influence decision-making at senior levels
- Strong program management and process improvement skills
- Ability to work independently and collaborate with global cross-functional teams
Desirable Requirements:
- Experience in a customer-facing CS or account management role
- Familiarity with Gainsight, Salesforce, Jira, or similar CS tech stack
- Experience using Power BI
- Project management experience (PMP/Agile certifications a plus)
Why Zenoti
- Be part of an innovative company that is revolutionizing the wellness and beauty industry
- Work with a dynamic and diverse team that values collaboration, creativity, and growth
- Opportunity to lead impactful initiatives and shape the global success of Zenoti s Customer Success function
- Attractive compensation and benefits
- Medical coverage for yourself and your immediate family
- Access to regular yoga, meditation, breathwork, and stress management sessions with family access too
- Regular social activities and opportunities to give back through social work and community initiatives
Job Classification
Industry: Software ProductFunctional Area / Department: Customer Success, Service & Operations, Role Category: Customer SuccessRole: Customer Success ManagerEmployement Type: Full timeContact Details:
Company: ZenotiLocation(s): Hyderabad
Keyskills: Automation Project management Customer retention Account management Risk management CRM Business operations Salesforce Auditing
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Zenoti
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