? WE’RE HIRING | CUSTOMER SUCCESS OPERATIONS LEAD – SaaS ?

Location:
Bangalore (Work From Office) ?

Experience:
2–3 Years ? Industry

Experience:
SaaS / B2B Software – Mandatory ? CTC: ₹6 LPA ? Employment Type: Full-time ? Working Days: Monday to Friday ⚡ Immediate Joiners Preferred

About the Role
Kasplo is looking for a Customer Success Operations Lead with hands-on experience in SaaS customer success, service delivery, and operational management. This role is ideal for professionals who understand the complete customer lifecycle, can manage customer escalations, coordinate with technical and product teams, and ensure smooth service delivery. The position requires strong ownership of customer-impacting issues, operational workflows, and cross-functional execution in a SaaS environment. ?

Key Responsibilities
• Oversee customer success operations, service delivery, and day-to-day customer-related workflows.
• Coordinate with Customer Success, Customer Support, Product, Engineering, Infrastructure, and Deliverability teams to resolve customer issues.
• Own customer escalations and ensure timely resolution through effective follow-ups and coordination.
• Monitor customer onboarding, implementation progress, service issues, and pending action items.
• Support customer adoption, engagement, retention, and overall customer experience through effective operational processes.
• Establish and improve SOPs, escalation processes, workflows, and service delivery practices.
• Track operational performance, customer issues, resolution timelines, and recurring service challenges.
• Coordinate technical troubleshooting involving APIs, SMTP, DNS, integrations, and SaaS platform functionality.




• Identify recurring customer pain points and work with relevant teams to implement preventive solutions.
• Maintain transparent documentation, customer-related trackers, internal updates, and operational reports.
• Ensure accountability, ownership, and timely closure of customer-impacting issues. ? Mandatory Requirements
• 2–3 years of relevant experience in Customer Success Operations, SaaS Customer Success, Service Delivery, or Technical Support Operations.
• Prior experience in a SaaS or B2B software product company is mandatory.
• Experience handling customer escalations, service delivery issues, and cross-functional coordination.
• Strong understanding of customer onboarding, issue resolution, and customer lifecycle management.
• Excellent verbal and written communication skills.
• Ability to coordinate with technical and non-technical stakeholders.
• Basic understanding of APIs, SMTP, DNS, integrations, or related SaaS technologies is preferred.
• Strong problem-solving, follow-up, prioritization, and process improvement skills.
• Comfortable working from our Bangalore office. ? Who Should Apply? We are specifically looking for candidates from SaaS Customer Success, Customer Success Operations, Service Delivery, or Technical Support Operations backgrounds. Candidates whose experience is limited to general administration, logistics, manufacturing, retail, or unrelated business operations may not be suitable for this role. ? Interested candidates can share their CV at: [email protected] Know someone with relevant SaaS customer success experience? Tag them or share this opportunity with your network #Hiring #CustomerSuccess #CustomerSuccessOperations #SaaSJobs #ServiceDelivery #TechnicalSupport #B2BSaaS #BangaloreJobs #Kasplo #NowHiring

📌 Customer Success Operation Lead (Bengaluru)
🏢 Kasplo
📍 Bengaluru