Sr. Specialist - Revenue Operations - Customer Success Operations

Job description

**Role: Sr. Specialist/Manager Revenue Operations Customer SuccessOperations** **Location:** Hyderabad is the fastest-growing HR technology platform, designing thefuture of work by building the world's best HR tech, driven by a fierce focuson employee experience and customer success, and continuous, iterativeinnovation. We are the preferred choice of 900+ global enterprises to managetheir 2.5 million+ employees across 116+ countries. Darwinbox's new-age HCM suite competes with local as well asglobal players in the enterprise technology space (such as SAP, Oracle, andWorkday). The firm has acquired notable customers ranging from largeconglomerates to unicorn start-ups: DP World, Masafi, DIFC, Abu DhabiDepartment of Finance, Nivea, Starbucks, Swiggy, DLF, Crisil, CRED, Vedanta,Mahindra, Glenmark, Gokongwei Group, Mitra Adiperkasa, EFS FacilitiesManagement, VNG Corporation, and many more. Our vision of building a world-class product company from Asiais backed by marquee global investors like Microsoft, Salesforce, SequoiaCapital, and Lightspeed Venture Partners. ***Role Overview:*** In this position, you will oversee the end-to-end operations ofthe Customer Success teams, ensuring that processes, tools, and strategies arealigned to deliver exceptional customer experiences on a scale. This roleoffers the chance to lead and mentor a diverse, high-performing team whilecollaborating with cross-functional leadership to drive customer retention andgrowth. ***Key Responsibilities:*** Develop and execute customer success strategiesaligned with business goals, focused on retention, customer satisfaction,adoption, renewal predictability, and growth. Streamline, automate, and scale customer successprocesses across onboarding, implementation handover, adoption, renewals, churngovernance, and expansion motions. Own churn governance, including churn taxonomy,closure process, reporting cadence, leadership visibility, early warningsignals, and intervention playbooks for at-risk accounts. Lead the design of customer health scorecards andsignal-based risk models using adoption, product usage, engagement, customerhealth, and financial indicators to enable proactive CS intervention. Drive renewal process automation and system-ledgovernance to improve renewal visibility, tracking accuracy, accountability,and execution discipline. Build data-driven expansion and upsell scoringframeworks, including CSQL qualification, to enable systematic identificationand tracking of growth opportunities. Establish a structured Implementation-to-CShandover process with defined checkpoints, documentation, ownership, andaccount health status at the point of transition. Own configuration, workflow design, dataintegrity, and tool optimization across CRM and CS platforms, translatingbusiness requirements into scalable system processes. Build and maintain dashboards across churn,renewals, customer health, adoption, NPS, and expansion pipeline, ensuringaccurate reporting for leadership reviews and business governance. Partner with Sales, Marketing, Product, Finance,Implementation, and RevOps teams to capture customer feedback, improve customerexperience, and align CS initiatives with business priorities. Oversee customer onboarding and training programsto ensure customers are equipped to fully leverage the Darwinbox platform anddrive sustained adoption. **Qualifications:** - **Must-Have** - MBA/PGDM or relevant work experience after BE/BTech - Strong communication skills to present ideas, influence key stakeholders, and ensure successful process adoption across teams - 3+ years of experience in leading process improvement initiatives in B2B SaaS industry, with the ability to drive organizational changes - Previous experience in leading process improvement initiatives or teams, ideally in a cross-functional environment - Expertise in using data analytics to inform decision-making, identify improvement opportunities, and track process performance through KPIs and metrics - Hands-on experience on Gainsight - Should possess strong leadership and team management skills, with the ability to inspire, guide, and develop cross-functional teams while ensuring efficient operations, seamless collaboration, and the successful execution of customer success strategies Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.