Customer Success Manager - CS Operations
Core
Lead high-impact Customer Success Operations programs to enhance customer experience, service quality, and operational efficiency across functions and markets.
Role type
Senior Customer Success Operations Program Manager
Builds
Scalable customer service delivery capabilities and operational programs
Domain
Financial Services / Fintech / Digital Transformation
Required skills
Program management, Customer Success Operations, Data analysis (SQL, BI), AI/LLM implementation, SOP development, Cross-functional collaboration, Quality assurance, Workforce management
Preferred skills
Zendesk, Salesforce Service Cloud, Freshdesk, Centre of Excellence development, Regulated environments
Technologies
SQL, BI tools, AI, LLM, Automation
Responsibilities
Own and deliver multi-quarter Customer Success Operations programs; Analyse customer service data, CRM, and ticketing insights; Evaluate and implement AI, automation, and LLM-enabled solutions; Develop operational documentation (SOPs, decision papers); Partner with cross-functional teams to drive change; Establish or enhance operational capabilities (QA, enablement, workforce management)
Seniority
Senior, hands-on IC