Customer Success Operations Manager

About Snapmint:

India’s booming consumer market has over 300 million credit-eligible consumers, yet only 35million actively use credit cards. At Snapmint, we are building a better alternative to credit card that lets consumers buy now and pay later for a wide variety of products, be it shoes, clothes, fashion accessories, clothes or mobile phones. We firmly believe that an enduring financial services business must be built on the bedrock of providing honest, transparent and fair terms.

Founded in 2017, today we are the leading online zero-cost EMI provider in India. We have served over 10M consumers across 2,200 cities and doubling year on year.. Our founders are serial entrepreneurs and alumni of IIT Bombay and ISB with over two decades of experience across leading organizations like Oyo, Swiggy, Maruti Suzuki and ZS Associates before successfully scaling and exiting businesses in patent analytics, ad-tech and bank-tech software services.

Role Overview:

We are looking for a Customer Success Operations Manager who will be the backbone of our Customer Success function. This role is responsible for building, streamlining, and managing the operations that enable our Customer Success team to scale effectively, deliver measurable outcomes, and enhance the customer journey. You will work cross-functionally with Customer Success, Sales, Product, and Finance teams to drive efficiency, insights, and execution excellence.

Key Responsibilities:

• Build, maintain, and optimize processes, playbooks, and tools to drive efficiency for the Customer Success team.
• Own tracking and reporting.
• Standardize workflows across onboarding, retention, and advocacy.
• Define, track, and report key Customer Success metrics (Growth, churn, opportunities).
• Provide actionable insights to leadership by analyzing trends across segments, usage, and performance.
• Build dashboards and reports to measure the effectiveness of CS initiatives and programs.
• Forecast growth and churn risk in collaboration with CS Managers.
• Ensure accurate and timely updates of customer data across systems.
• Create scalable mechanisms for account planning, QBR preparation, and success reviews.
• Equip the CS team with the right resources, training, and collateral to drive customer engagement.
• Partner with Product/Marketing teams to feed in customer insights and feedback loops.
• Support leadership in strategic planning, capacity modeling, and target setting.

What We’re Looking For:

• 3–6 years of experience in Customer Success Ops, Sales Ops, RevOps, or similar operational roles.
• Strong analytical mindset with experience in CRM/CS tools.
• Proven ability to design processes and build reports/dashboards for executive visibility.
• Excellent communication skills, with the ability to translate data into actionable insights.
• Highly organized, detail-oriented, and capable of working in a fast-paced environment.
• Strong stakeholder management and cross-functional collaboration skills.