Customer Success Operations Lead

Ovii's Interpretation of the Role

The Customer Success Operations Lead will own forecasting, data hygiene, and process automation for SpotDraft's CS team, turning raw data into actionable insights that drive renewal and expansion outcomes.

Role Snapshot

• Own CS forecasting & performance reporting
• Maintain renewal calendar and churn analysis
• Drive process optimization & automation
• Administer CS toolstack and data hygiene
• Design variable compensation & incentive payouts
• Build dashboards, health‑scoring, and executive reports
• Enable cross‑team enablement and training

Must-Have Requirements

• 5–8 yr Sales Operations / Customer Success Operations experience
• Familiarity with retention metrics (GRR, NRR, logo churn, expansion ARR)
• Experience building QBR and executive‑level reporting decks
• Strong communication (written, verbal, presentation)
• Hands‑on CRM experience (Salesforce, HubSpot)
• Hands‑on CS platform experience (Planhat, Gainsight, ChurnZero)
• Proficiency with Microsoft Office & Google Suite
• Advanced Excel data analysis
• Tableau / Power BI / Data Studio
• Sales Operations
• Customer Success Operations
• Retention metrics
• Forecasting
• Data analysis

Nice-to-Have Signals

• R / Python for data analysis (preferred)
• Startup environment experience (preferred)
• CPQ tool experience (plus)
• Startup environment
• R/Python
• B2B SaaS

Work Setup

• Location: Bengaluru, India
• Work mode: ONSITE
• Employment type: Full-Time

Eligibility Gates

• Visa sponsorship: unknown

Not Specified in JD

• Visa sponsorship
• Salary range
• Remote eligibility
• Education requirement
• Certifications
• Relocation
• Notice period
• Travel
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Own CS forecasting, renewal pipeline tracking, and churn classification
• Maintain and improve the renewal calendar across multi‑year, co‑term, and auto‑renew scenarios
• Refine the CS playbook, streamline sales‑to‑CS handover, and run quarterly NPS/CSAT surveys
• Administer the post‑sales toolstack, ensure data hygiene, and keep CRM and CS platforms in sync
• Build and maintain dashboards and health‑scoring models that combine product usage, support tickets, and engagement data
• Design, calculate, and automate variable compensation structures for the CS team
• Review commercial proposals, support CPQ processes, and drive workflow re‑engineering
• Lead change‑management and onboarding for new tools and processes, and support enablement programs

Good Fit If You Have

• Startup‑environment experience is a plus
• Familiarity with R or Python for advanced analysis
• Strong written, verbal, and presentation communication
• Ownership mindset and ability to drive projects end‑to‑end