Senior Manager- Operations & Customer Success

Role summary
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
• Set up an escalation matrix with clear levels, owners and response timelines
• Personally handle critical and senior-level customer escalations through to closure
• Run root-cause analysis on escalations and drive process changes to prevent repeats

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
• Review ageing of open concerns daily and act promptly on any delay
• Report resolution performance, delays and corrective actions to senior leadership

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
• Lead regular cross-functional reviews of open issues, service quality and recurring problems
• Push for product and process improvements based on customer feedback

Renewals and retention

• Own renewal, retention and churn targets for the customer base
• Build a renewal pipeline and make sure every renewal is engaged well before its due date
• Design and run retention, win-back and customer health programes

Team leadership and operations

• Lead, hire, train and coach the Customer Success team; set goals and review performance
• Plan team capacity, shifts and account allocation
• Build and document SOPs for onboarding, issue handling, escalations and renewals
• Track KPIs such as TAT, escalation rate, renewal rate and churn
• Present monthly and quarterly business reviews to leadership and key customers
• Manage the CRM and support tools, and look for ways to automate routine work
• Manage the function's budget and ensure contract and compliance requirements are met

Qualifications

• Bachelor's degree in any discipline; MBA preferred
• 5+ years in customer success, service operations or account management, with 3+ years leading teams
• Proven record of reducing escalations and improving renewal and retention rates

Skills

• Strong 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