Sr. Customer Operations Manager

About this job

Demandbase is a pipeline AI platform that helps B2B enterprises automate growth at scale through a unified view of data, insights, and actions. As a Sr. Customer Operations Manager based in Hyderabad, you will act as the operational and analytical backbone for the Customer Experience organization. In this role, you will manage systems, processes, and insights that support Customer Success, Professional Services, and Growth Account Development teams. A normal day involves administering platforms like ChurnZero and Rocketlane, building forecasting models, handling CRM data hygiene, optimizing territory assignments, designing AI-driven automations, and turning complex data into clear revenue strategies and actionable growth recommendations.

Responsibilities

• Serve as primary administrator for ChurnZero for platform configuration and automation workflows.
• Administer Rocketlane for onboarding and implementation project tracking across Professional Services.
• Build and maintain financial reporting, forecasting models, and account management dashboards.
• Optimize territory and account assignment logic across customer-facing teams.
• Manage system enhancement requests with RevOps partners for tools like Salesforce and Gong.
• Develop performance KPIs, churn analysis insights, and proactive retention signals.
• Design and implement AI-driven automations to enhance customer lifecycle efficiency.

Requirements

• 5-7 years of experience in RevOps, CS Ops, Sales Ops, or a related operations role within B2B SaaS.
• Direct technical administration experience with ChurnZero, Rocketlane, Gong, or comparable platforms.
• Strong proficiency in Excel or Google Sheets, with working knowledge of SQL and BI tools.
• Demonstrated experience building forecasting models and portfolio-level analytics.
• Proven ability to partner cross-functionally with Customer Success, Professional Services, and Sales.
• Experience working with Salesforce or an equivalent CRM.
• Familiarity with AI and automation tooling for operational workflows.

Who should apply

This role is ideal for experienced operations professionals with a strong background in B2B SaaS revenue operations, customer success operations, or sales operations. Candidates who enjoy tackling ambiguity, building scalable processes from scratch, and translating complex data into actionable business recommendations will thrive here. If you possess deep technical system administration skills and strong stakeholder management abilities, this position is a great match for your career.

Frequently asked questions