Global Customer Success Operations Manager

About Us Observe.AI is the AI Agents platform for customer experience, designed to help organizations deliver faster, smarter, and more efficient customer service at scale. The platform enables businesses to deploy specialized AI agents that autonomously execute work across the full CX lifecycle—from handling customer conversations to supporting frontline teams and optimizing operations. Each AI agent is purpose-built for a specific role, equipped to understand context, make decisions, take action, and continuously improve outcomes. This allows organizations to increase resolution speed, elevate service quality, and reduce operational costs while empowering your frontline team to focus on higher-value work. Built on a CX-native foundation, Observe.AI works with 300+ global brands in Financial Services, Insurance, Healthcare and Consumer Services, including brands like DoorDash, Affordable Care, to improve customer satisfaction, boost productivity, and deliver consistent, scalable performance across every customer interaction. The Opportunity We are looking for a highly analytical and strategic Global Customer Success Operations professional to help scale our Customer Success organization globally. This role will focus on understanding and optimizing the end-to-end customer journey, identifying operational gaps, improving processes, and developing insights that enable the Customer Success organization to operate more efficiently and deliver better customer outcomes. The ideal candidate will have experience working in a global SaaS environment and be comfortable operating across Customer Success, Sales, Product, Support, Finance, and other cross-functional teams What You'll Be Doing Customer Success Operations Support the development and execution of the global CS operating model and processes. Partner with CS leadership and regional teams to standardize processes while accounting for regional requirements. Support planning activities including customer segmentation, account allocation, capacity planning, coverage models, and CSM productivity. Develop and maintain operational cadences, business reviews, and performance reporting. Data & Analytics Develop dashboards, reports, and analyses to provide visibility into CS performance and customer outcomes. Reporting includes end to end customer journey i.e. deployment, day to day CS activities, account health & customer support reporting Analyze key metrics including GRR, NRR, churn, renewal rates, expansion, adoption, customer health, and CSM productivity. Identify trends and translate data into actionable recommendations for CS leadership. Support forecasting and scenario analysis related to customer retention and expansion. Build client facing reporting and ensure the same is circulated at regular intervals Systems, Automation & AI Partner with Business Systems and CS teams to optimize CRM and Customer Success platforms. Identify opportunities to automate manual workflows and improve operational efficiency. Evaluate and implement technology and AI solutions that improve CSM productivity and customer engagement. Ensure operational processes, data, and systems remain scalable as the organization grows. Manage the CS Tools end to end (Statisfy, Rocketlane, DevRev and others) Cross-Functional Collaboration Work closely with Customer Success, Sales, Product, Support, Finance, and Revenue Operations to improve the customer lifecycle. Support improvements to Sales-to-CS handoffs and CS-to-Renewal/Expansion processes. Lead cross-functional operational projects from problem definition through implementation and measurement. Act as a trusted operations partner to CS leadership by bringing structure, analysis, and data-driven recommendations to business problems. What You Bring to the Role 7+ years of experience in Customer Success Operations, Revenue Operations, Business Operations, or a related function. Proven experience working with Global Customer Success organizations, preferably within B2B SaaS or high-growth technology companies. Strong experience mapping and optimizing the end-to-end customer journey. Demonstrated experience improving CS processes, workflows, and operating models. Strong understanding of CS metrics such as GRR, NRR, churn, renewal, expansion, adoption, and customer health. Strong analytical and problem-solving skills with the ability to turn complex data into actionable insights. Experience working with CRM and CS platforms such as Salesforce, Gainsight, HubSpot, or equivalent technologies. Experience with process automation, data visualization, and operational reporting. Strong project management and cross-functional collaboration skills. Excellent communication skills with the ability to influence stakeholders without direct authority. Comfortable working independently in a fast-paced, global, and evolving environment. Perks & Benefits Comprehensive medical insurance coverage for self and family, including free online doctor consultations and additional wellness benefits Accidental insurance and group term life insurance coverage Privilege and sick leave in line with applicable statutory norms Generous national and festive holidays, along with well-defined parental leave policies Annual Learning & Development allowance to support continuous professional growth Rewards and recognition programs designed to encourage and celebrate high performance Regular team and culture-building events across the organization Flexible benefits for tax optimisation, including meal cards, provident fund, and other options Our Commitment to Inclusion and Belonging Observe.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe.AI does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Observe.AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop, and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply. If you are ambitious, make an impact wherever you go, and you're ready to shape the future of Observe.AI, we encourage you to apply. For more information, visit www.observe.ai.