AVP - Business Strategy & Operations - Customer Success

ABOUT TRACXN

Tracxn is a leading global market intelligence platform tracking 7.9M + private companies across 3,000+ sectors and 50+ geographies. We turn deep data into decision-ready insights, powering deal sourcing, market mapping, and due diligence for 850+ clients worldwide, including VC firms, Private Equity, Investment Banks, and Corporates.

ABOUT THE ROLE

We are looking for a strong problem solver to drive process improvement and operational excellence within the Customer Success (CS) team. The role will be responsible for understanding the day-to-day CS workflow, reviewing customer queries and support requests, identifying recurring issues and process gaps, and finding practical ways to improve how the team operates.

The role will work closely with Product, Data, and other teams to improve how customer queries are handled, identify recurring issues, and build better and more scalable processes.

KEY RESPONSIBILITIES

Customer Success & Process Improvement:

• Review the support inbox and ensure customer queries are handled effectively.
• Analyse customer queries to identify recurring issues, patterns, bottlenecks, and process gaps.
• Improve existing processes and workflows, and work with relevant teams to resolve recurring issues and enhance the overall customer experience.
• Strategize and implement initiatives to improve CS workflow and efficiency, tracking key issues and metrics to identify areas needing attention.

Problem Solving:

• Break down complex or ambiguous problems and identify practical solutions, using data and structured thinking to understand root causes.
• Identify opportunities to simplify processes and reduce recurring manual work.
• Work on cross-functional problems involving Customer Success, Product, Data, and other teams.
• Take ownership of improvement initiatives from identifying the problem through implementation.

Cross-functional Collaboration:

• Work closely with Product, Data, Engineering, and Customer Success teams on process improvements.
• Clearly communicate problems, proposed solutions, progress, and key findings to stakeholders.
• Drive initiatives across teams to ensure timely implementation of improvements.

WHAT WERE LOOKING FOR

• 5-8 years of experience in Customer Success, Business Strategy, Operations, Data Operations, Analytics, or other analytical and problem-solving roles.
• A B.Tech degree along with an MBA from a Tier-1 institution is a must have for this role.
• Strong problem-solving skills with the ability to work on complex and ambiguous problems is a must have.
• Strong analytical and structured thinking skills.
• Ability to identify gaps, understand root causes, and improve existing processes and workflows.
• Excellent written and verbal communication skills.
• Preferred: Customer Success experience.
• Preferred: experience with automation.
• Preferred: experience working with B2B products, SaaS platforms, market intelligence, or data-driven products.

WHAT YOU CAN EXPECT AT TRACXN

• Fixed work timings - 9 hrs 5 days. Respect for personal time; no taking work home.
• A transparent, meritocratic culture where everyone explains the why” behind their decisions.
• A candid and collaborative environment that values learning, curiosity, and open discussions.
• Opportunities to lead initiatives, mentor teams, and influence business decisions.
• Work closely with CXOs on high-impact projects driving Tracxn’s growth.