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,