Head of Global Customer Success Operations

Amagi is an Emmy-winning, AI-enabled cloud platform powering the modern video
economy. We help media companies unify streaming and broadcast workflows,
modernize operations, and maximize monetization—from live remote production and
real-time ad decisioning to automated playout and global content syndication.

Our Impact

Trusted by a majority of the world's top 50 listed media companies, Amagi
delivers:

* 7,000+ channels across 300+ content distributors
* 500,000+ hours of content processed
* 26 billion+ monetized ad impressions

We power marquee brands including CBS, BBC, Warner Bros. Discovery, NBC, NBA,
and DAZN—and the world's biggest events: The Olympics, Super Bowl, The Grammys,
and the US Presidential Debate.

Headquartered in Bengaluru with 1,000+ team members across the Americas,
EMEA, and APAC, we're redefining how media is created, distributed, and
monetized, intelligently and at global scale.

Job Profile

Amagi is seeking a high-impact Head of Global Customer Experience Operations
to build and lead the operating backbone of our global Customer Experience
organization. This is a role for someone who combines operational rigor,
analytical depth, executive presence, and cross-functional leadership in a
fast-scaling, global technology environment.

The Opportunity

You’ll sit at the center of Amagi’s Customer Experience organization, helping
shape how CX operates across Customer Success Management, Delivery /
Professional Services, Customer Education, and Customer Support. You’ll work
closely with CX leadership and partner cross-functionally with Sales, Finance,
Product, and Engineering to drive visibility, operating discipline, planning
accuracy, and better customer outcomes across the lifecycle.

Who Thrives in This Role

You bring strong experience in Customer Success Operations, Revenue
Operations, Business Operations, Professional Services Operations, Support
Operations, or related strategic operations roles, preferably in SaaS, media
tech, ad tech, cloud, or other recurring-revenue environments.

You know how to build scalable operating frameworks, define the right
metrics, and create management rhythms that help leaders make better decisions.
You are equally comfortable working with executive stakeholders, designing
dashboards, improving planning and forecasting processes, and driving alignment
across complex organizations.

You are energized by building structure, improving accountability, and
helping customer-facing teams operate with greater consistency and impact. You
understand how Customer Success teams drive business value and QBRs, how
Delivery teams manage execution and service quality, how Customer Education
teams build adoption through recurring classes and community, and how Support
teams influence customer experience through responsiveness and resolution.

What you Will Do

CX Operating Model & Governance

* Own and evolve the global operating framework for the Customer Experience
organization across Customer Success, Delivery / Professional Services,
Customer Education, and Customer Support.
* Design the cadences, review mechanisms, dashboards, and planning processes
required to manage customer outcomes, service quality, adoption, customer
education engagement, and support performance.
* Establish consistent weekly, monthly, and quarterly operating rhythms
across the CX function.
* Drive operational discipline and accountability through clear governance,
follow-through, and performance visibility.Customer Success & Value Operations

* Partner with Customer Success leadership to build the operating mechanisms
for a CSM organization focused on value realization, business impact, executive
engagement, and QBR effectiveness.
* Create frameworks and reporting that improve visibility into customer
health, renewals readiness, adoption trends, risk indicators, and expansion
signals.
* Help equip the CSM organization with the operating support needed to act as
strong business partners to customers.Delivery / Professional Services
Operations

* Partner with Delivery leadership to improve visibility into onboarding,
implementation progress, delivery performance, utilization, billability, and
forecast inputs.
* Build reporting and review mechanisms that improve execution consistency,
planning accuracy, and issue resolution across customer delivery motions.
* Identify opportunities to improve scale, predictability, and efficiency
across implementation and post-launch service delivery.Customer Education
Operations

* Partner with Customer Education leadership to operationalize customer
education programs focused on end-user enablement, recurring classes, and
community engagement.
* Build reporting and operating rhythms to track participation, completion,
program engagement, and effectiveness of education programs.
* Help connect education programs to customer adoption, product usage, and
broader CX outcomes.Customer Support Operations

* Partner with Support leadership to improve visibility into support trends,
responsiveness, escalation patterns, service quality, and recurring issue
themes.
* Build dashboards and reporting that help leaders monitor case volume,
severity mix, resolution patterns, and customer impact.
* Ensure support insights are connected back into broader CX reviews and
improvement actions.Metrics, Analytics & Business Insights

* Define and manage the key metrics that matter across the CX organization,
including customer health, retention risk, adoption, training engagement,
support performance, utilization, billability, NPS/CSAT, and operational
efficiency.
* Develop executive-level reporting and business insights for CX leadership.
* Drive root cause analysis and recommend actions that improve customer
outcomes and team performance.
* Ensure reporting goes beyond visibility and drives prioritization,
decisions, and accountability.Forecasting & Cross-Functional Alignment

* Partner with CX leadership, Sales, and Finance to improve forecast
accuracy, planning visibility, and operational readiness.
* Provide operational oversight for revenue-linked CX metrics, including
services forecast inputs, billability, and lifecycle indicators tied to
renewals and expansion.
* Act as the connector across Customer Success, Delivery, Education, Support,
Sales, Finance, Product, and Engineering to remove friction and improve
execution.
* Represent the voice and operating needs of Customer Experience internally.
Team Leadership & Scale

* Lead and build the Customer Experience Operations function, creating strong
capability in analytics, planning, reporting, process design, and business
insight generation.
* Create a high-accountability environment with strong execution standards
and a continuous improvement mindset.
* Lead and scale the team structure and operating model in line with the
growth of the global Customer Experience organization.

What You Bring

* 10+ years of experience in Customer Success Operations, Revenue Operations,
Business Operations, Professional Services Operations, Support Operations, or
related strategic operations roles.
* Strong experience in SaaS, subscription, recurring-revenue, or other
customer lifecycle-driven business models.
* Proven success building and leading operational frameworks, dashboards,
metrics, and business review cadences for customer-facing organizations.
* Strong executive presence and communication skills.
* Strong analytical and problem-solving capability, with the ability to
translate data into action.
* Ability to work cross-functionally across Customer Success, Delivery,
Support, Education, Sales, Finance, Product, and Engineering.
* Strong operational rigor across forecasting, planning, reviews, and process
improvement.
* Customer-first, solutions-oriented mindset.

Preferred

* Experience supporting Customer Success, Professional Services, Customer
Support, Customer Education, or post-sales organizations in a B2B SaaS or
technology company.
* Familiarity with customer health scoring, lifecycle analytics, NPS/CSAT
programs, renewal risk indicators, adoption metrics, support metrics, and
education engagement metrics.
* Experience with tools such as Salesforce, Power BI, Excel, GPT/AI tools,
and customer success or analytics platforms.
* Experience in media technology, broadcast technology, SaaS, cloud
infrastructure, or streaming/video platforms.
* Comfort in a matrixed, global organization.

Compensation

Salary Range: $130,000 – $160,000 USD (total annual compensation, including
base salary and bonus). In accordance with local pay transparency laws, this
reflects the expected target compensation range for this role in the United
States. Actual compensation within the range will be determined based on
job-related factors such as skills, experience, training, and location.

Total Rewards & Benefits

* Competitive total compensation, including base salary and incentive
compensation
* Comprehensive health coverage including medical, dental, and vision plans
* Retirement savings program with a 401(k) employer match of up to 3%
* Paid Time Off (PTO) including four (2) weeks of vacation plus twelve (12)
paid company holidays
* Paid parental leave for both primary and secondary caregivers
* Flexible benefits and protection programs, including Flexible Spending
Accounts (FSA), life insurance, Accidental Death & Dismemberment (AD&D), and
short- and long-term disability coverage
* Employee wellbeing support, including access to an Employee Assistance
Program (EAP)

Amagi is an EEO Employer. Qualified applicants will receive consideration for
employment without regard to race, color, religion, sex, national origin,
sexual orientation, gender identity, disability or protected veteran
status. Amagi will also consider for employment qualified applicants with
criminal histories in a manner consistent with EEOC guidelines and applicable
local law.

Employment Type: full-time

Experience: 10-25 years