About Us:
MyOperator is India’s leading cloud-based business communication platform, trusted by 12,000+
businesses. We offer cloud telephony and WhatsApp API solutions to streamline customer
communication through IVR, call tracking, recording, and virtual numbers, making business
interactions more efficient and scalable.
About the Customer Success Team:
The Customer Success team at MyOperator is dedicated to ensuring our customers achieve
their desired outcomes while using our product & service. We build strong, lasting relationships,
acting as trusted advisors and advocates for our customers.
Role Overview:
We are seeking a passionate and experienced Team Lead - Customer Success to lead and
inspire a team of Customer Success professionals. In this role, you will be responsible for
guiding the team to deliver exceptional value to our customers, driving customer retention, and
fostering a customer-centric culture. You will play a key role in shaping our customer success
strategy and ensuring its effective execution.
Responsibilities:
● Team Leadership and Development:
○ Lead, mentor, and motivate a team of Customer Success Managers/Associates.
○ Set team goals and KPIs aligned with the overall customer success strategy.
○ Conduct regular performance reviews, providing constructive feedback and
coaching for professional growth.
○ Foster a collaborative and high-performing team environment.
○ Identify training needs and facilitate professional development opportunities for
team members.
● Customer Success Strategy and Execution:
○ Contribute to the development and implementation of customer success
strategies, playbooks, and processes.
○ Ensure the team effectively onboards new customers, drives product adoption,
and maximizes customer value.
○ Monitor and analyze key customer success metrics (e.g., churn rate, customer
satisfaction, adoption rates) to identify trends and areas for improvement.
○ Act as an escalation point for complex customer issues, ensuring timely and
effective resolution.
● Client Relationship Management:
○ Manage relationships with key or strategic customer accounts as needed.
○ Understand customer objectives and align them with our offerings.
○ Conduct regular check-ins and business reviews with customers to ensure
satisfaction and identify growth opportunities.
○ Gather customer feedback and work cross-functionally with product and other
teams to advocate for customer needs.
● Process Improvement:
○ Identify opportunities to improve customer success processes and tools.
○ Contribute to the development of best practices within the Customer Success
team.
● Reporting and Analysis:
○ Track and report on team and customer success metrics to leadership.
○ Provide insights and recommendations based on data analysis.
Qualifications:
● 4+ years of experience in a customer-facing role, such as Customer Success, Account
Management, or a related field.
● 2+ years of experience in a team lead or supervisory role, with a proven track record of
leading and developing successful teams.
● Strong understanding of customer success principles and best practices.
● Excellent communication, interpersonal, and presentation skills.
● Proven ability to build and maintain strong relationships with customers.
● Strong problem-solving and analytical skills.
● Experience with CRM and customer success software (e.g., Salesforce, Gainsight, etc.).
● Ability to work independently and as part of a team.
● Bachelor's degree in Business Administration, Marketing, or a related field (preferred).
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