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Customer Success Operations Manager



Customer Service, Sales & Business Development, Operations
Bengaluru, Karnataka, India
Posted on Wednesday, May 31, 2023

Company Overview

At CommerceIQ, we help consumer brands accelerate their retail ecommerce market share growth and profitability through machine learning algorithms. We are building the world’s most complete and sophisticated Retail Ecommerce Management Platform, which connects and intelligently automates the management of retail ecommerce channels like Amazon, Walmart, and Instacart, across the entire ecommerce operational chain of retail media management, sales operations, supply chain, and digital self analytics.

We are in hyper growth mode, having recently raised our Series D funding at unicorn valuation (>$1B) and ended our third year of triple-digit revenue growth. Continued acceleration of our growth is fueled by landing new customers, expanding our platform through new products, managing new retail ecommerce platforms, and delivering exceptional customer service to unlock high net retention rates.

Customer Success Operations Manager Profile:

Fuelled by our customer and business growth, we’re looking for Customer Success Operations Manager to optimize processes and systems, drive efficiencies and improve the overall effectiveness and scalability of our CS efforts. This role will focus on both best practise and increasing efficiencies within a fast paced organisation. This is a cross-functional role with a high level of influence in setting best practices and direction for our fast-growing CS teams.

The Customer Success Operations Manager will work alongside the Senior Director of Customer Success Operations to ensure the CS team is successfully onboarding customers and seamlessly adopting the product, creating end to end best practice consistency across all CIQ products that will improve the customer experience and further enable the growth of CommerceIQ customer base. With hundreds of customers we are setting best practices in how to deliver optimal customer experience at scale and this role is critical in our continued success.

In this role you will:

  • Develop Customer Success playbooks and SOP’s for key processes and drive CS team best practice sharing e.g Onboarding
  • Ensure Customer Success Team adherence to client engagement standard processes (e.g. Onboarding, End to End, JSP’s, QBR’s etc) including creating the training to develop this team
  • Coordinate key cross-organizational activities (e.g. client resourcing, product management prioritization)
  • Build & drive process, change management and operational efficiencies within Customer Success organization

Preferred Qualities or Experience:

  • Bachelor's degree in Business, Marketing, Communication, Economics or related field
  • 6+ total years of professional work experience
  • 3+ years experience working in the ecommerce industry at a brand, consulting firm, agency, Amazon or something similar
  • 2+ years of people management experience (2 direct reports to be recruited)
  • You must be extremely technical, results driven, customer focused, and skilled at building internal relationships at senior levels
  • Experience with client management systems (Salesforce/Gainsight/other Martech and Sales stacks) and best practices
  • Ability to manage complex processes and affect change, with experience developing customer and internal operational playbooks
  • Data-driven, proactive, analytical, detailed oriented, and a problem solver
  • Strong communication and project management skills.
  • Works well under tight time frames, meeting demanding timelines
  • Self-motivated and able to handle multiple competing priorities