Global Customer Success Operations Manager

About Us

Observe.AI is the AI Agents platform for customer experience, designed to help organizations deliver faster, smarter, and more efficient customer service at scale. The platform enables businesses to deploy specialized AI agents that autonomously execute work across the full CX lifecycle—from handling customer conversations to supporting frontline teams and optimizing operations.

Each AI agent is purpose-built for a specific role, equipped to understand context, make decisions, take action, and continuously improve outcomes. This allows organizations to increase resolution speed, elevate service quality, and reduce operational costs while empowering your frontline team to focus on higher-value work.

Built on a CX-native foundation, Observe.AI works with 300+ global brands in Financial Services, Insurance, Healthcare and Consumer Services, including brands like DoorDash, Affordable Care, to improve customer satisfaction, boost productivity, and deliver consistent, scalable performance across every customer interaction.

The Opportunity

We are looking for a highly analytical and strategic Global Customer Success Operations professional to help scale our Customer Success organization globally.

This role will focus on understanding and optimizing the end-to-end customer journey, identifying operational gaps, improving processes, and developing insights that enable the Customer Success organization to operate more efficiently and deliver better customer outcomes.

The ideal candidate will have experience working in a global SaaS environment and be comfortable operating across Customer Success, Sales, Product, Support, Finance, and other cross-functional teams

What You'll Be Doing

Customer Success Operations

• Support the development and execution of the global CS operating model and processes.
• Partner with CS leadership and regional teams to standardize processes while accounting for regional requirements.
• Support planning activities including customer segmentation, account allocation, capacity planning, coverage models, and CSM productivity.
• Develop and maintain operational cadences, business reviews, and performance reporting.

Data & Analytics

• Develop dashboards, reports, and analyses to provide visibility into CS performance and customer outcomes.
• Reporting includes end to end customer journey i.e. deployment, day to day CS activities, account health & customer support reporting 
• Analyze key metrics including GRR, NRR, churn, renewal rates, expansion, adoption, customer health, and CSM productivity.
• Identify trends and translate data into actionable recommendations for CS leadership.
• Support forecasting and scenario analysis related to customer retention and expansion.
• Build client facing reporting and ensure the same is circulated at regular intervals 

Systems, Automation & AI

• Partner with Business Systems and CS teams to optimize CRM and Customer Success platforms.
• Identify opportunities to automate manual workflows and improve operational efficiency.
• Evaluate and implement technology and AI solutions that improve CSM productivity and customer engagement.
• Ensure operational processes, data, and systems remain scalable as the organization grows.
• Manage the CS Tools end to end (Statisfy, Rocketlane, DevRev and others)

Cross-Functional Collaboration

• Work closely with Customer Success, Sales, Product, Support, Finance, and Revenue Operations to improve the customer lifecycle.
• Support improvements to Sales-to-CS handoffs and CS-to-Renewal/Expansion processes.
• Lead cross-functional operational projects from pr