Customer Success Operations Manager

Title: Customer Success Operations ManagerLocation: In Office, BangaloreType: Full-TimeAbout Unifize:At Unifize, we are revolutionizing the way life science and manufacturing companies manage processes and communication to innovate. Our eQMS SaaS platf...Role Overview We are seeking a Founders' Office - Customer Success Operations to establish and lead the foundation of our Customer Success (CS) operations. This role will be critical in designing scalable processes, ensuring clean and reliable data, generating meaningful insights through metrics, and executing structured business reviews like QBRs (Quarterly Business Reviews) and MBRs (Monthly Business Reviews). If you're someone who thrives on operational excellence, enjoys solving problems through structured thinking, and wants to enable CS teams to be more impactful, we'd love to hear from you. Key Responsibilities Develop and Optimize Customer Success Processes: Establish core CS workflows such as onboarding, renewals, and business review cadences. Collaborate closely with cross-functional teams—including GTM, Product, and Implementation—to document and align the customer lifecycle. Ensure Data Accuracy and Integrity: Create, maintain, and enforce clean, reliable data across CRMs, CS tools, and internal dashboards. Enable accurate tracking of customer accounts, engagement levels, and product usage metrics. Define and Report on Key Metrics: Identify, track, and report critical performance indicators, including churn rates, CSAT scores, onboarding metrics, upsell opportunities, and product adoption. Build insightful dashboards for the CS, Product, and Leadership teams and provide data-driven recommendations. Manage Business Reviews (QBRs/MBRs): Own the roadmap and execution of customer business reviews. Analyze account data, prepare presentation material, and coordinate across stakeholders to ensure impactful engagements. Monitor and Improve Customer Health: Develop and refine customer health scoring models. Proactively identify at-risk accounts, surface trends, and collaborate with Customer Success Managers to plan and execute intervention strategies. Lead Projects Across the Customer Lifecycle: Act as the operational anchor for strategic projects that enhance customer experience across all lifecycle stages—from onboarding to renewal and expansion. Who You Are You bring 2+ years of experience in Customer Success Operations, Revenue Operations, or a similar analytical, cross-functional role. You are proficient with Salesforce or equivalent CRMs and are comfortable navigating CS platforms and reporting tools. You have a background in B2B roles, ideally with exposure to both Account Management and Customer Success. You demonstrate exceptional attention to detail, with strong analytical thinking and a clear, concise communication style. You thrive in a fast-paced, startup environment and are effective working across diverse functions. Bonus: Prior experience in SaaS, compliance, life sciences, or manufacturing domains.

At Unifize, we are revolutionizing the way life science and manufacturing companies manage processes and communication to innovate. Our eQMS SaaS platform accelerates product development and process innovation.