Manager, Customer First Operations, APJ

United States Digital Space LLC; Bengaluru; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

United States Digital Space LLC is seeking a Manager, Customer First Operations, APJ in Bengaluru to lead CX operations, governance, and cross-functional alignment across Sales, Strategy, and CS teams. The role emphasizes data-driven decision-making and scalable processes.

You will design management systems, drive key metrics like NRR, and partner with global and local stakeholders to enable rapid growth while maintaining high service standards.

Qualifications

• Demonstrated experience in customer success operations, preferably SaaS/enterprise.
• Excellent analytical and quantitative skills with data-driven decision making.
• Deep understanding of the end-to-end customer journey and business outcomes.
• Proficiency with AI tools to drive automation and insights.
• Strong collaboration and communication, cross-functional partnerability.
• Growth mindset with willingness to adapt in high-growth environments.
• Attention to data hygiene and governance across systems.
• Experience with CRM/CS platforms (Salesforce.com, Gainsight) and data visualization tools.
• Track record of experiments and implementing learnings to optimize workflows.
• Team player comfortable working with global and local stakeholders.

Responsibilities

• Establish and maintain CX operating rhythm and governance for regional/global teams.
• Lead monthly and quarterly CX reviews for stakeholders and drive a unified performance narrative.
• Design, refine, and scale the Management System and related documentation.
• Drive capacity and coverage planning to align resources with priorities.
• Align cross-functional partners to global strategy and regional execution.

Skills

Customer success operations

Analytical skills

End-to-end journey

AI tools

Collaboration

Growth mindset

Data governance

CRM/CS platforms

Tools

Salesforce.com

Gainsight

Job description

Secure Every Identity, from AI to Human

Identity is the key to unlocking the potential of AI. the company secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence.

This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk.

The Manager, Customer First Operations, APJ will play a pivotal role in shaping and scaling our rapidly growing APJ Customer First organisation. Reporting to our APJ GTM Strategy & Operations leadership team, you will be the primary business partner for the APJ VP of Customer First and other senior CX leadership. You will be responsible for establishing and implementing operations rigour and standards for the CX team, spanning Customer Success and Technical Account Management (TAM), while working closely with adjacent teams including Sales, Pre-Sales, Renewals, Support, and Professional Services. In this role, you will design, refine, and continuously optimise our Management Systems, bridging the gap between corporate strategy and regional execution to maximise Net Revenue Retention (NRR). We are looking for an experienced, highly collaborative candidate with a growth mindset, exceptional analytical skills, and an appetite for constant improvement. You will be tasked with integrating the customer journey from sales through to customer success, ensuring that global and local standards are consistently adhered to and operating in support of our aggressive growth targets. This role offers strong potential for career growth and progression towards a Director-level position.

Job Duties and Responsibilities: Operations & Reporting

Theme Collation:

• Theme Collation: Synthesise qualitative feedback from CSM content and call recordings. Review and identify recurring market trends and customer pain points.

• Business Gap Analysis: Act as a strategic advisor to the Leadership Team (LT), providing data-backed guidance on operational gaps and resourcing needs.

• Global Read-outs: Prepare and lead monthly and quarterly business reviews (MBR/QBR) for regional and global stakeholders, ensuring a unified narrative of CX performance.

• Operations: Drive the shift from only focusing on Renewal & Expansion rates to adding leading indicators like Stakeholder Expansion, Outcome Attainment, Customer Health targets >80% Green, and Lead Pass generation

Cadence Governance & Accountability

• Cadence Management: Establish and maintain the "operating rhythm" of the CX org, ensuring all critical governance meetings occur on schedule with clear objectives.

• Documentation Accountability: Own the lifecycle of internal documentation, ensuring playbooks and other frameworks (e.g. "Path to Green"), and action items are accurately tracked and completed.

• Performance Accountability: Ensure that regional teams are lifting our standards by identifying gaps and areas of opportunity.

Strategy and Planning

• Capacity & Coverage Planning: Drive the resource planning process, aligning headcount, ratios, and coverage models so top-priority accounts and segments receive the right level of investment.

• Management System Design: Collate feedback and communicate system and reporting changes required to the systems that support our business

• Scaling & Experimentation: Evaluate and pilot new operating models and initiatives (e.g. Key Account programs) to test methodologies, optimise workflows, and build the operational foundation for continued APJ growth.

Cross-Functional Alignment

Partner closely with Sales, Global Operations & Strategy, and other Customer First leaders across APJ to align on priorities, share insights, and ensure regional plans are consistent with global strategy.

Minimum REQUIRED Knowledge, Skills, and Abilities

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• Demonstrated experience and success in customer success operations, preferably within a SaaS and Enterprise business model.

• Exceptional analytical and quantitative skills; good with numbers, highly logical in thinking, and capable of driving sound decision-making from complex data.

• Deep understanding of the end-to-end customer journey, the enterprise software lifecycle, and business outcome attainment.

• Strong proficiency in leveraging AI tools and applications to drive operational efficiency, process automation, and data analysis.

• Outstanding collaboration and communication skills (both written and verbal), with a proven ability to partner with cross-functional teams, bridge gaps, and gain buy-in.

• A strong growth mindset with an appetite for constant improvement, change management, and navigating high-growth, performance-focused environments.

• Extreme attention to detail, specifically regarding data hygiene, governance, building slides and operational rigour.

• Deep experience with CRM and CS platforms (e.g. Salesforce.com, Gainsight) and data visualisation/reporting tools.

• Proven track record of evaluating operational experiments and implementing successful learnings to optimise workflows.

• True team player who is comfortable working with both global and local stakeholders to unify strategies.

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