Sr. Customer Operations Manager

Demandbase; Hyderabad; On-site; INR 1,500,000 - 2,500,000; Full time

Benefits offered by this job

Group Medical Insurance

Personal Accident Insurance

Term Life Insurance

Fitness Benefit

Car Lease Policy

Gratuity

Job summary

Demandbase is seeking a Sr. Customer Operations Manager to be the operational backbone of our CX organization in Hyderabad. You will own system configurations, forecasting models, and revenue-critical insights powering CS, PS, and Growth/Account Development teams.

The role requires hands-on experience with ChurnZero, Rocketlane, Gong, and Salesforce, plus strong Excel/SQL/BI skills. You will drive automation, data quality, and proactive retention strategies across multiple teams.

Qualifications

• 5-7 years of RevOps/CS Ops/Sales Ops experience in B2B SaaS
• Direct admin experience with ChurnZero, Rocketlane, or Gong
• Proficient in Excel/Google Sheets; SQL and BI tools
• Experience building forecasting models/portfolio analytics
• Ability to partner cross-functionally with CS, PS, and Sales/GAD
• Experience with Salesforce or equivalent CRM
• Familiarity with AI/automation tooling for operations
• Background supporting post-sale revenue motions
• Strong analytical and problem-solving skills
• Ability to translate data into actionable recommendations
• Comfort with ambiguity and building processes from scratch
• Excellent stakeholder management and cross-functional communication
• Self-directed with strong project management across multiple streams

Responsibilities

• Serve as primary administrator for ChurnZero including config, health scoring, automation
• Administer Rocketlane for implementation and onboarding tracking
• Support Growth Account Teams with reporting and account plans
• Coordinate with RevOps partners on GTM systems (SFDC, Gong, Workato)
• Establish and maintain customer digital touch motions and automations
• Develop new At Risk signals and automations for accounts
• Data steward for CRM data hygiene in Salesforce and ChurnZero
• Optimize territory and account assignments across CS/PS/GAD
• Drive churn insights to inform proactive retention strategies
• Model commission structures and expansion forecasts across the portfolio
• Develop KPIs and quarterly forecasts for Growth and Renewals
• Build dashboards and proactive insights for CX and GAD leadership
• Model whitespace to surface expansion opportunities
• Identify and implement AI-driven automations
• Scale automation with cross-functional partners
• Model Professional Service capacity and utilization

Skills

RevOps experience

Cross-functional collaboration

Analytical thinking

Forecasting

Stakeholder management

Project management

Education

null

Tools

ChurnZero

Rocketlane

Gong

Salesforce

SQL

Tableau

Looker

Power BI

Excel/Google Sheets

Job description

Introduction to Demandbase:

Demandbase is the only pipeline AI platform that empowers GTM teams to automate growth at scale. With a unified view of data, insights, actions, and outcomes, B2B enterprises can seamlessly align and execute their account-based GTM strategies with confidence. Thousands of businesses trust Demandbase to maximize revenue, minimize waste, and consolidate their data and tech stacks – all in one platform.

As a company, we’re as committed to growing careers as we are to building world‑class technology. We invest heavily in people, our culture, and the community around us. We have also continuously been recognized as One of The Best Places To Work in the San Francisco Bay Area by Fortune, and One of The 60 Best Companies To Sell For by Selling Power. Our offices are located in San Francisco, New York, Austin, Seattle, India, and the United Kingdom.

About The Role

We're looking for a Sr. Customer Operations Manager to serve as the operational and analytical backbone of our Customer Experience organization. This role owns the systems, processes, and insights that power our Customer Success (CS), Professional Services (PS), and Growth/Account Development (GAD) teams — from platform administration to revenue‑critical forecasting models. The ideal candidate combines hands‑on systems expertise with strong analytical rigor and the business acumen to translate raw data into decisions that shape revenue strategy.

What You'll Do

• Serve as primary administrator for ChurnZero, including platform configuration, health scoring, automation workflows, and digital touch program execution
• Administer Rocketlane for implementation and onboarding project tracking, ensuring data integrity and adoption across PS teams
• Strategize and support the Growth Account Teams as it pertains to Reporting, Account Plans and Management of their book of business
• Manage system enhancement requests with your RevOps partners who own and maintains other GTM systems (SFDC, Gong, Worktao,etc)
• Establish and maintain customer digital touch motion (automation of plays, optimizations, updates, etc)
• Develop new At Risk signals and automations for Account teams
• Be a data steward in our customer data hygiene in CRM (Salesforce) & ChurnZero
• Optimize territory and account assignment logic across CS, PS, and GAD teams
• Drive key insights in churn analysis to identify risk patterns and inform proactive retention strategies
• Model commission structures and expansion forecasts spanning the full customer portfolio
• Develop performance KPIs and quarterly forecasting models for Growth and Renewals functions
• Build and maintain financial reporting, account management dashboards, and proactive insights used across CX and GAD leadership
• Model customer whitespace analysis to surface expansion opportunities, translating raw account data into actionable growth signals for GADs
• Identify, design, and implement AI‑driven automations to improve operational efficiency across the customer lifecycle
• Partner with cross‑functional stakeholders to scale automation initiatives beyond manual, repetitive workflows
• Model Professional Service Capacity & metrics around project utilization and areas of optimization

What We're Looking For

• 5-7 years of experience in RevOps, CS Ops, Sales Ops, or a related operations function, ideally within B2B SaaS
• Direct technical administrative experience with ChurnZero, Rocketlane, or Gong (or comparable platforms in each category)
• Strong proficiency in Excel/Google Sheets; working knowledge of SQL and/or BI tools (Tableau, Looker, Power BI)
• Demonstrated experience building forecasting models, or portfolio‑level analytics
• Proven ability to partner cross‑functionally with CS, PS, and Sales/GAD teams
• Experience with Salesforce or an equivalent CRM
• Familiarity with AI/automation tooling for operational workflows
• Background supporting post‑sale revenue motions
• Strong analytical and problem‑solving skills with high attention to detail
• Ability to translate complex data into clear, actionable recommendations
• Comfortable operating in ambiguity and building process where none exists
• Excellent stakeholder management and cross‑functional communication skills
• Self‑directed with strong project management capabilities across multiple concurrent workstreams

Benefits

Our benefits include Group Medical, Personal Accident, and Term Life Insurance for comprehensive protection. Preventive healthcare covers dental, vision, and OPD needs, complemented by strong mental health support. We also provide a fitness benefit, car lease policy, and gratuity for long‑term financial well‑being.

Our Commitment to Diversity, Equity, and Inclusion at Demandbase

At Demandbase, we believe in creating a workplace culture that values and celebrates diversity in all its forms. We recognize that everyone brings unique experiences, perspectives, and identities to the table, and we are committed to building a community where everyone feels valued, respected, and supported. Discrimination of any kind is not tolerated, and we strive to ensure that every individual has an equal opportunity to succeed and grow, regardless of their gender identity, sexual orientation, disability, race, ethnicity, background, marital status, genetic information, education level, veteran status, national origin, or any other protected status. We do not automatically disqualify applicants with criminal records and will consider each applicant on a case‑based approach.

We recognize that not all candidates will have every skill or qualification listed in this job description.

We acknowledge that true diversity and inclusion requires ongoing effort, and we are committed to doing the work required to make our workplace a safe and equitable space for all. Join us in building a community where we can learn from each other, celebrate our differences, and work together.

Unsolicited Submissions

At Demandbase, we value thoughtful partnerships and direct connections with candidates. We’re not accepting unsolicited resumes or outreach from third‑party recruiting agencies. Any unsolicited submissions will not be reviewed, and no fees will be paid.