Job Description

Job Title: Manager - CS ExcellenceLocation: HyderabadDepartment: Customer Success (CS)Reports to: AD - Customer ExcellenceCompany Description:Keka has been a silent revolution in the making since our launch 8 years ago. Our steadfast focus on building an employee-centric HR platform was well received by more than 8500 businesses across India and the world. Today we are India\'s #1 platform in the segment with the greatest number of new customers adopting the platform-all driven by customer love and zero advertising spend. We are an organization built by our employees, driven by passion, and committed to ownership. We embrace our failures, learn, and continuously improve. This culture of openness fosters innovation across all functions. In November 2022, we secured India\'s largest Series A SaaS funding with $57 million from West Bridge Capital.Job Overview:We are seeking a proactive and results-driven Manager - CS Excellence to lead and manage cross-functional projects within our Customer Success (CS) division. The role requires a dynamic leader who can drive operational excellence across Onboarding, Support, Account Management, Training, and CS Operations. This individual will act as the central hub for coordination, ensuring smooth execution, alignment across teams, and high customer satisfaction.Key Responsibilities:

• Project Management: Lead and manage cross-functional CS projects, ensuring alignment between Onboarding, Support, Account Management, Training, and Operations teams.
• Process Optimization: Identify and implement process improvements across CS teams to increase efficiency and customer satisfaction.
• Stakeholder Management: Serve as the point of contact between CS and other departments (Sales, Product, Marketing, etc.) for collaborative initiatives.
• KPIs and Metrics: Monitor, analyze, and report on key performance metrics for all CS functions, ensuring consistent progress towards goals.
• Risk Management: Proactively identify potential bottlenecks or risks in cross-functional processes and develop mitigation strategies.
• Customer Experience Enhancement: Work closely with CS leadership to gather customer insights and feedback, turning these into actionable plans to improve customer experience.
• Training & Development: Collaborate with the Training team to ensure CSMs and cross-functional teams are up to date with the latest product knowledge and best practices.
• Cross-functional Coordination: Align efforts across the Onboarding, Account Management, and Support teams to ensure seamless transitions and a unified customer journey.
• Reporting: Generate and present regular updates to the Director of Customer Excellence on project progress, team performance, and key outcomes.
• Budgeting & Resource Allocation: Assist in budget planning for CS initiatives and allocate resources effectively to meet project goals.

• Bachelor\'s degree in business, Project Management, or a related field (Master\'s preferred).
• 4-5+ years of experience in Customer Success or Operations roles in a B2B SaaS environment. Previous Founder\'s Office experience will be a huge advantage.
• Strong project management skills with a proven track record of managing cross-functional projects.
• Excellent communication and interpersonal skills for working across teams and with senior leadership.
• Proficiency in using project management tools (e.g., Asana, Jira, Monday.com).
• Analytical mindset with the ability to track metrics and make data-driven decisions.
• Problem-solving skills and the ability to navigate ambiguity in fast-paced environments.

• Knowledge of CS tools such as HubSpot, Salesforce, or Gainsight.
• Certification in project management (e.g., PMP, PRINCE2) is a plus.
• Experience in driving customer-focused initiatives, process improvement, and change management.

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