Job Description
Job Description About Us For over 25 years, Milestone has been a leading provider of digital marketing software and services for location-based businesses.
Milestone helps businesses create, organize, and amplify their digital information by enhancing their digital presence to make information more accurate, consistent, and visible.
We do this with an omnichannel digital presence platform and add to it as much or as little design and service as businesses need to help them engage everywhere their customers are.
Over 2,000 companies in Hospitality, Retail, Financial Services and Automotive industries rely on Milestone to power their digital marketing strategies.
Milestone has garnered over 500 awards, has been short listed 3 consecutive years for the US Search awards and won Search Engine Land's prestigious "Best overall SEO-SEM campaign" in 2018, Best use of search in 2026.
Milestone has gained a reputation for blending outstanding digital marketing expertise with advanced technological capabilities and is one of Silicon Valley Business Journal's fastest growing companies and an Inc.
5,000 company. Roles and Responsibility
CustomerSuccess Operations Manager is a key role responsible for managing alloperational activities for a 40-peron CS organization.
This includesmanaging the reporting and tracking of major key business indicators throughthe customer life-cycle within Milestone organization.
Keyareas of focus include managing and reporting on OKRS’ includingbut not limited to Growth, Churn, Retention, Customer Life-timeValue, Onboarding Metrics, Operational discipline adherence, Customer Health,Team utilization, capacity.
The person in the role is responsible formanaging our key systems for CS organization Strikedeck andWrike. Other responsibilities include being the primary interface for theCustomer Success team with other organizations within Milestone for businessrelated items such as pricing, account assignment, incentive management,capacity planning, workload assessment.
Therole reports into Vice President of Customer Success. The detailedresponsibilities of the role include the following :
PeoplePractices
• Become a trusted advisor and partner to CS leadership
• Handle ongoing CS practices with CS managers and directors, including accountassignment, incentive management, workload assessment, capacity planning.
• Natural go-to across the business to understand and support CS processes andmetrics.
Process
• Develop processes and analytics to drive key decisions withinthe CS organization. Handle challenging business problems, support change andinnovation within the organization, including, customer segments, customerjourneys, customer health, renewals and upsells, risk management, escalationmanagement, and customer engagement.
• Structure and execute operational and strategic initiatives by developing workplans, gathering and synthesizing relevant data, leading analyses anddeveloping recommendations.
• Drive CS team member trainings by coordinating sessions in collaboration withProduct team
• Assist CS leadership on ad-hoc programs
Metrics
• Prioritize multiple projects in a fast-paced environment andaligning deadlines across multiple stakeholders.
• Translate key business initiatives from CS stakeholders to project work withdeliverables and executed these projects in partnership with Systems team.
• Suggest improvements in reporting efficiency and enforce an operating cadencearound forecasting and operational reporting across the global CS teams
• Gather data and provide analysis on various functional aspects including, SLA,Churn, Reporting, and Voice of Customer
Systems
• Support processes, programs, and tools to improve efficiencywithin a Customer Success department (knowledge base, data integration, CSPlatform, ticketing, project management, and workflow management).
• Provide strategic guidance to the Business Systems team to assist instreamlining departmental workflows and processes in Strikedeck, NetSuite,and Wrike.
• Skilled in Medallia Strikedeck for Customer Success Platform,Wrike or other Project Mgmt Platform, Service Desk, JIRA,NetSuite, Excel, Smartsheet
Requirements
• BE or MBA with overall 15+ years of Industry experience.
• 5+ years of experience of handling B2B CS operations
• Excellent communication and presentation skills
• Exposure of dealing with multiple stakeholders
• Strong and relevant experience in program management and / or operations
• Experience in Search is a plus
• Experienced leading cross-functional initiatives in mid-sized or largeorganizations (i.e., 500+ employees)
• Demonstrated success with cross-functional coordination, including planning,execution tracking, decision making, and OKR management
• Ability to learn and use Milestone Platform
• SaaS or Agency experience is a plus
Reasonsto Work at Milestone
• SPEED : Work in a fast-paced and agile company
• VOICE : Create an impact through the thought leadership you bring to the team
• COMPANY POSITION : Join a company that is poised to capitalize on theaccelerating digital transformation.
• GROW : Learn new skills and grow
• IMPACT : Manage a significant remit of responsibility
• ETHICS : Operate in a principled and values-based culture
• STIMULATION : Exciting and innovative work environment
Milestone helps businesses create, organize, and amplify their digital information by enhancing their digital presence to make information more accurate, consistent, and visible.
We do this with an omnichannel digital presence platform and add to it as much or as little design and service as businesses need to help them engage everywhere their customers are.
Over 2,000 companies in Hospitality, Retail, Financial Services and Automotive industries rely on Milestone to power their digital marketing strategies.
Milestone has garnered over 500 awards, has been short listed 3 consecutive years for the US Search awards and won Search Engine Land's prestigious "Best overall SEO-SEM campaign" in 2018, Best use of search in 2026.
Milestone has gained a reputation for blending outstanding digital marketing expertise with advanced technological capabilities and is one of Silicon Valley Business Journal's fastest growing companies and an Inc.
5,000 company. Roles and Responsibility
CustomerSuccess Operations Manager is a key role responsible for managing alloperational activities for a 40-peron CS organization.
This includesmanaging the reporting and tracking of major key business indicators throughthe customer life-cycle within Milestone organization.
Keyareas of focus include managing and reporting on OKRS’ includingbut not limited to Growth, Churn, Retention, Customer Life-timeValue, Onboarding Metrics, Operational discipline adherence, Customer Health,Team utilization, capacity.
The person in the role is responsible formanaging our key systems for CS organization Strikedeck andWrike. Other responsibilities include being the primary interface for theCustomer Success team with other organizations within Milestone for businessrelated items such as pricing, account assignment, incentive management,capacity planning, workload assessment.
Therole reports into Vice President of Customer Success. The detailedresponsibilities of the role include the following :
PeoplePractices
• Become a trusted advisor and partner to CS leadership
• Handle ongoing CS practices with CS managers and directors, including accountassignment, incentive management, workload assessment, capacity planning.
• Natural go-to across the business to understand and support CS processes andmetrics.
Process
• Develop processes and analytics to drive key decisions withinthe CS organization. Handle challenging business problems, support change andinnovation within the organization, including, customer segments, customerjourneys, customer health, renewals and upsells, risk management, escalationmanagement, and customer engagement.
• Structure and execute operational and strategic initiatives by developing workplans, gathering and synthesizing relevant data, leading analyses anddeveloping recommendations.
• Drive CS team member trainings by coordinating sessions in collaboration withProduct team
• Assist CS leadership on ad-hoc programs
Metrics
• Prioritize multiple projects in a fast-paced environment andaligning deadlines across multiple stakeholders.
• Translate key business initiatives from CS stakeholders to project work withdeliverables and executed these projects in partnership with Systems team.
• Suggest improvements in reporting efficiency and enforce an operating cadencearound forecasting and operational reporting across the global CS teams
• Gather data and provide analysis on various functional aspects including, SLA,Churn, Reporting, and Voice of Customer
Systems
• Support processes, programs, and tools to improve efficiencywithin a Customer Success department (knowledge base, data integration, CSPlatform, ticketing, project management, and workflow management).
• Provide strategic guidance to the Business Systems team to assist instreamlining departmental workflows and processes in Strikedeck, NetSuite,and Wrike.
• Skilled in Medallia Strikedeck for Customer Success Platform,Wrike or other Project Mgmt Platform, Service Desk, JIRA,NetSuite, Excel, Smartsheet
Requirements
• BE or MBA with overall 15+ years of Industry experience.
• 5+ years of experience of handling B2B CS operations
• Excellent communication and presentation skills
• Exposure of dealing with multiple stakeholders
• Strong and relevant experience in program management and / or operations
• Experience in Search is a plus
• Experienced leading cross-functional initiatives in mid-sized or largeorganizations (i.e., 500+ employees)
• Demonstrated success with cross-functional coordination, including planning,execution tracking, decision making, and OKR management
• Ability to learn and use Milestone Platform
• SaaS or Agency experience is a plus
Reasonsto Work at Milestone
• SPEED : Work in a fast-paced and agile company
• VOICE : Create an impact through the thought leadership you bring to the team
• COMPANY POSITION : Join a company that is poised to capitalize on theaccelerating digital transformation.
• GROW : Learn new skills and grow
• IMPACT : Manage a significant remit of responsibility
• ETHICS : Operate in a principled and values-based culture
• STIMULATION : Exciting and innovative work environment
💡 Quick Summary
Seeking a career-building opportunity? The Customer Success Operations Director position is now open for candidates interested in the MIS Executive sector. This role in Ahmedabad offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in MIS Executive is a plus.
