We are looking for a Senior Manager - Operations to lead our Customer Success function.

You will own customer experience end to end: drive zero ongoing escalations, enforce tight tracking of resolution delays, align teams across the company, and deliver renewal and retention targets. You will build processes, lead the team and report on performance to senior leadership.

Key responsibilities

Escalation management

- Own the goal of zero ongoing escalations across all customer accounts

Tracking customer concerns and resolution delays

- Define TAT/SLA standards for every type of customer concern and hold the team to them

- Put in place dashboards and CRM workflows that flag delayed or at-risk tickets in real time

Inter-department coordination

- Act as the voice of the customer across Sales, Operations, Finance, Technical and Product teams

- Agree on shared ownership, handoffs and SLAs with each department

Renewals and retention





- Own renewal, retention and churn targets for the customer base

- Design and run retention, win-back and customer health programmes

Team leadership and operations

- Lead, hire, train and coach the Customer Success team; set goals and review performance

- Track KPIs such as TAT, escalation rate, renewal rate and churn

Skills

- Robust leadership, with experience building and motivating high-performing teams

- Excellent communication and stakeholder management, including with senior customers

- Data-driven, with the ability to set KPIs and act on what the numbers show

- Process-oriented, with experience designing SOPs, SLAs and escalation frameworks

- Calm and decisive under pressure; able to influence across departments

📌 Operations Manager - Customer Success || Noida
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📍 Noida