Head of CS Enablement & Operations

We're looking for a Head of CS Enablement & Operations to drive operational excellence, enablement and cross-functional alignment across our customer-facing teams. This is a strategic role that blends process design, training, insights, and customer-centricity to ensure our post-sales organization is empowered to deliver exceptional value at scale.

You'll lead initiatives that enhance onboarding, reduce friction, systematize support, and enable CS teams to become trusted advisors. Your north star: Customer NPS, Launch NPS, Internal Efficiency, and Product Adoption. collaborating cross-functionally with Product, Engineering, and Customer teams.

No. of positions: 1

What will you be doing?

1. Operational Enablement & Execution

• Champion cross-functional collaboration with Product, Engineering, and CX to streamline workflows and reduce silos.

• Drive internal knowledge management by ensuring checklists, help center articles, and SOPs are always current and easily accessible.

• Design and deliver enablement programs for CSMs- focusing on project management, expectation setting, and process adoption.

2. Customer Journey Excellence

• Partner with CSMs to map customer journeys, identify friction points, and co-create scalable playbooks and engagement strategies.

• Improve onboarding quality and timelines across customer segments (SMB, MM, ENT) by owning operational processes end-to-end.

• Own and refine the structured SOP for handling product queries to ensure consistent, high-quality CSM responses.

• Basic Excel skills are required for data validation and analytical insights.

3. Insights & Continuous Improvement

• Analyze product usage, support tickets, and feedback surveys to generate insights that inform training, product enhancements, and strategy.

• Own customer adoption and ticket deflection metrics through better documentation, smarter tooling, and proactive CSM enablement.

• Reduce repeated product queries to Product & Engineering by streamlining documentation and improving internal education

Who will you work with?
Aniket, Palash,Hemant, and of course, the rest of the jovial inFeedo team