Role Overview
As a Senior Manager, Customer Success Partner, you will play a central role in shaping and executing operational strategy across the Customer Success function. You will work directly with leadership to define strategic priorities, align annual plans, and lead high-impact initiatives that improve service delivery and scalability.
Key Responsibilities
- Collaborate with senior leaders to shape business planning, OKRs, and operating models.
- Lead end-to-end execution of cross-functional programs with a focus on timely resolution and operational excellence.
- Design and implement standardized processes and SOPs that improve efficiency, compliance, and service quality.
- Investigate operational challenges, identify root causes, and drive corrective actions to close gaps.
- Partner with Product, Technology, and Business teams to refine workflows and enhance user and internal experiences.
- Monitor performance through data, dashboards, and KPIs to guide decision-making and report progress.
- Conduct regular operational reviews, manage escalations, and present findings to leadership for action.
- Prepare executive communications and facilitate leadership discussions on program outcomes.
Qualifications
Candidates should bring at least 6 years of professional experience, including 3+ years in operations, strategy, or project management. An MBA or advanced degree is preferred. You must demonstrate a track record of solving complex operational problems quickly and effectively.
Essential qualities include strong analytical reasoning, a proactive approach to execution, and the ability to bring structure to ambiguous environments. Proficiency in data analysis and fluency with mathematical concepts are required. Excellent communication skills and comfort in cross-functional, fast-moving settings are critical.
Preferred Background
- Experience in regulatory operations within FinTech or payments.
- Familiarity with Excel, SQL, Freshdesk, JIRA, or workflow automation platforms.
- Knowledge of merchant onboarding, transaction monitoring, and compliance processes.
- Experience using analytics and dashboarding tools to track performance.
Work Environment
This role supports operations in India, Singapore, and Malaysia, with a strong foundation in India and expanding reach across Southeast Asia. The organization promotes autonomy, values learning, and fosters a culture where ideas rise based on merit, not hierarchy. Transparency and integrity are central to how teams operate.
The company is backed by global investors and has grown through strategic acquisitions, creating opportunities for professional development and impact. All qualified applicants will be considered without regard to race, religion, gender, sexual orientation, age, or disability.
