Customer Success, Support, Services & Marketing Operations

• Own the systems and processes that support account health management, proactive customer motions, renewal readiness, support escalation management, services coordination, and lifecycle marketing handoffs.
• Improve operating discipline across the organization by standardizing playbooks, stage definitions, service motions, escalation paths, campaign and follow-up workflows, and handoff expectations.
• Design workflows that help the organization move from reactive service to proactive, insight-led customer engagement.
• Partner with Support leadership to improve SLA visibility, case flow, triage quality, and escalation readiness.
• Partner with Services leadership to improve project visibility, delivery consistency, capacity planning inputs, and customer handoffs before, during, and after implementation work.
• Partner with Marketing Operations on lifecycle processes, data quality, segmentation inputs, campaign handoff logic, and reporting alignment across the funnel and customer base.

Systems, Data & Workflow Architecture

• Own the strategy for the operations tech stack, including systems such as Gainsight, Salesforce, Glean, Jira, ThoughtSpot, Clay, and related workflow and reporting tools.
• Ensure customer signals, marketing lifecycle events, operational events, and account data flow cleanly across systems so teams can act from a shared source of truth.
• Improve data quality, taxonomy, and workflow hygiene across the tools that power Customer Success, Support, Services, and Marketing Operations.
• Lead the design of scalable workflows for customer-impact prioritization, ticket linkage, escalation documentation, account intelligence, campaign-to-customer handoffs, and cross-functional collaboration.
• Partner with technical teams on system administration priorities, integrations, permissions, data models, and automation design.

Reporting, Insights & Performance Management

• Build and oversee the reporting framework for the customer organization and its marketing lifecycle dependencies, including metrics, dashboards, and recurring operating reviews for leadership.
• Establish clear visibility into customer health, support performance, services delivery, escalations, renewals, automation impact, and key lifecycle conversion points.
• Develop measurement approaches that quantify the business value of automation and AI, including time saved, touch reduction, faster response, improved consistency, and better customer and revenue outcomes.
• Turn operational data into actionable insights for leadership, helping the organization prioritize the right interventions, investments, and process changes.
• Support weekly, monthly, quarterly, and ad hoc KPI analysis for senior leadership.

Team Leadership & Change Management

• Build a high-performing Operations function that combines strategic thinking, analytical rigor, systems fluency, and practical execution.
• Coach and enable others on process discipline, systems thinking, and effective use of AI and automation.
• Lead change management for new workflows, tools, reporting structures, and operating standards across the customer organization and its key partnerships with Marketing.
• Create strong adoption plans so process and tooling improvements are actually used in the field, not just launched.
• Lead by example with a balance of strategic leadership and hands-on problem solving.

Qualifications

• 8+ years of experience in Customer Operations, Customer Success Operations, Marketing Operations, Support Operations, Services Operations, or a closely related function within a SaaS or technology company.
• 4+ years of experience leading teams, major cross-functional initiatives, or both.
• Demonstrated success building or scaling operational systems across multiple customer-facing or go-to-market functions, not just one department.
• Strong experience with platforms such as Gainsight, Salesforce, Jira, Glean, ThoughtSpot, Clay, BI/reporting tools, and workflow automation systems.
• Proven ability to design and improve complex processes that span data, people, and technology.
• Experience identifying and implementing AI and automation use cases in business operations, with sound judgment about risk, controls, and where human review is required.
• Strong analytical mindset with the ability to move from messy operating reality to clear structure, measurable metrics, and scalable execution.
• Excellent communication and stakeholder management skills, with the ability to influence senior leaders and work effectively across technical and non-technical teams.
• Strong project and program management discipline with the ability to prioritize competing demands and keep high-impact initiatives moving.
• A hands-on operating style. This role is for a leader who can shape strategy and also get deep into the systems, workflows, and details required to make the strategy real.
• Experience in fintech, regulated industries, or other complex customer environments is strongly preferred.

Originally posted on Himalayas