Customer Value & Operations Lead

POSITION: Customer Value & Operations Lead

We are looking for a Customer Value & Operations Lead to join our team. This role is ideal for a

driven, execution-focused professional with experience in customer success or account

management within a SaaS environment. The ideal candidate will work closely with US and India based teams and a defined set of Emerging Accounts to ensure customers receive the right services to achieve their business goals. You will analyze customer usage and adoption metrics and will proactively engage customers, drive product usage and adoption, and support long-term growth and retention through structured, scalable touchpoints such as Electronic QBRs (E-QBRs).

What You'll Be Doing:

● Own customer value delivery and operational execution for a scaled portfolio of Emerging

Accounts.

● Partner closely with the India GM and the US-based Account Manager, who retains

ownership of the commercial relationship.

● Ensure customers are:

○ Adopting relevant modules of our products

○ Actively using the platform

○ On track for successful renewals

● Design, prepare, and deliver Electronic Quarterly Business Reviews (E-QBRs) for US based Account Managers to ensure consistent value communication at scale.

● Review data and proactively identify customer needs, risks, and adoption gaps, engaging

internal technical or product resources as required.

● Surface renewal risks and expansion opportunities to the US Account Manager.

● Maintain strong operational rigor using Salesforce CRM, including customer health, action

plans, and timely updates.

● Provide continuity of customer coverage during vacations, transitions, or peak workload

periods of US based Account managers.

● Stay informed on product capabilities, competitive landscape, and industry trends

impacting customer outcomes.

Qualifications:

● Minimum 8+ years of experience in Customer Success, Account Operations, Account

Management, or Client Services within a SaaS environment.

● Experience managing large customer portfolios in a scaled or mid-market model.

● Strong operational mindset with excellent prioritization and execution skills.

● Proven ability to work cross-functionally and with US-based stakeholders.

● Hands-on experience with Salesforce CRM or similar systems.

● Strong written and verbal communication skills in English.

● Highly organized, detail-oriented, and self-motivated.

● Proficient with standard business tools (Excel, Outlook, Word, PowerPoint).

REPORTING: This position will report to the GM India operations

EMPLOYMENT TYPE: Full-Time, Permanent

LOCATION: Remote (Pan India)

SHIFT TIMINGS: 06:30 PM - 03:30 AM IST (8.00 am to 5.00 pm EST)