Role Overview

Most Customer Success roles are built to survive churn. This one is built to prevent it — and then grow past it.

As Team Leader, Customer Success at MyOperator, you will directly manage a pod of 5–8 Customer Success Representatives across an SMB and Mid-Market portfolio. Your job is to move the team from reactive firefighting to a structured, proactive commercial motion — with clear playbooks, health score dashboards, and a 30-day onboarding engine that accelerates Time-to-Value for every current customer. You will own your team's Gross Revenue Retention and Net Retention Rate numbers and be accountable for delivering them, quarter after quarter.

This is a people-management role with hard commercial accountability. You are expected to run a tight ship operationally — 1:1s, pipeline reviews, usage monitoring — while also thinking like a revenue owner who can spot expansion opportunities before customers even ask.

About MyOperator

MyOperator is a Business AI Operator and category leader that unifies WhatsApp, Calls, and AI-powered chatbots & voice bots into one intelligent business communication platform. Unlike fragmented communication tools, MyOperator combines automation, intelligence, and workflow integration to help businesses run WhatsApp campaigns, manage calls, deploy AI chatbots, and track performance — all from a single no-code platform. Trusted by 12,000+ brands including Amazon, Domino's, Apollo, and Razorpay, MyOperator enables faster responses, higher resolution rates, and scalable customer engagement.

Key Responsibility Areas

- Team Management: Directly manage 5–8 Customer Success Representatives. Conduct weekly 1:1s tracking individual account health and pipeline, run monthly upsell pipeline reviews, and hold each CSR accountable to quarterly renewal and expansion targets.
- Revenue & Retention Ownership: Own GRR and NRR for your team's portfolio. Build, maintain,



and execute account-specific intervention playbooks for at-risk accounts — triggered by usage signals, low call volumes, or stakeholder changes — before accounts reach the point of churn.
- Onboarding Engine: Design and enforce a structured 30-day onboarding journey combining tech-touch automation and high-touch check-ins. Track Time-to-Value at the cohort level and identify patterns that delay activation.
- Health Score Infrastructure: Build and maintain customer health score dashboards in the CRM. Configure automated alerts for accounts showing early warning signals — dropping usage, low call volumes, missed check-ins — so your team can intervene before the customer considers churning.
- Escalation & Cross-Functional Input: Serve as the primary escalation owner for high-risk accounts in your portfolio. Synthesize product friction data across accounts monthly and deliver structured input to the Product and Engineering teams with account evidence.
- CSR Skill Development: Identify performance gaps across your team by reviewing call recordings, customer emails, and CRM notes. Run structured coaching sessions to develop commercial conversation skills, objection handling, and expansion identification.

Requirements — Must Have

- 5+ years of experience in B2B Customer Success or Account Management at a SaaS or technology company, with direct exposure to SMB or Mid-Market segments.
- 2+ years of people management experience, having directly managed a team of 3 or more CSRs or Account Managers — including running performance reviews, handling underperformance, and conducting hiring.
- Commercial quota ownership:



Demonstrable track record of carrying and achieving a revenue-linked quota — Net Retention Rate, Upsell ARR, or Gross Renewal targets — not just customer satisfaction scores.
- CRM proficiency: Hands-on experience configuring dashboards, running reports, and managing pipeline in enterprise CRMs (Salesforce, HubSpot, or Zoho CRM) and/or CS platforms (Gainsight, ChurnZero, or Totango).
- Data independence: Advanced Excel or Google Sheets skills (Pivot Tables, VLOOKUPs, conditional logic) to independently build and analyze customer usage reports, churn cohort tables, and renewal forecasts without relying on a BI team.

Requirements — Good to Have

- Domain experience in Cloud Telephony, UCaaS, CPaaS, or AI-powered customer communication platforms — familiarity with how call volumes, IVR usage, and agent activity signal account health.
- Demonstrated experience leading a CS team through a motion shift — from reactive support to a commercial upsell and expansion model — including documentation of the before/after process change.
- Experience building or operating automated low-touch customer engagement sequences: triggered email cadences based on usage thresholds, lifecycle milestones, or health score drops.
- Familiarity with CS analytics and forecasting: ability to build a 90-day renewal forecast at the team level and present it to senior leadership with variance analysis.

This Profile Is Not For

- Candidates whose primary experience is in B2C customer service, retail support, or high-volume inbound call center operations — even at the team lead level.
- Candidates who have never owned a revenue, renewal, or upsell quota — this role carries hard commercial accountability and requires experience with being measured on a number.
- Individual contributors seeking their first people management opportunity — this role requires prior experience managing, developing, and where necessary, exiting direct reports.

📌 Customer Success Team Lead (Delhi)
🏢 MyOperator
📍 Delhi