**About the Role**
The Senior CRM Operations Manager is a pivotal role responsible for ensuring every customer requisition new or existing — is managed with speed, accuracy, and transparency. You will serve as the primary bridge between our stakeholders and customers, leading the online operations team, managing upsell performance, and coordinating end-to-end customer success workflows across online and offline teams.
This role is based in Hyderabad and relocation is mandatory. Candidates from anywhere in India are encouraged to apply. We are looking for someone who brings strong communication skills, an operational mindset, a customer-first attitude, and the ability to hold multiple stakeholders accountable to timelines and targets.
**Key Responsibilities**
**1. Stakeholder Communication & Customer Success Updates**
* Maintain daily communication with stakeholders regarding new property requisitions providing timely status updates and resolving queries proactively.
* Track the progress of existing customer requisitions and ensure stakeholders are informed of every milestone, delay, or update in real time.
* Build and sustain strong stakeholder relationships through consistent, professional, and transparent communication.
* Prepare and share daily requisitions status reports with relevant stakeholders and internal leadership.
* Escalate blockers and exceptions to management swiftly to prevent requisitions delays.
**2. Online Operations Team Management**
* Lead and manage the day-to-day activities of the online operations team, ensuring tasks are prioritised, tracked, and completed on time.
* Ensure every customer receives timely and accurate updates on their requisition status through the online team.
* Set daily, weekly, and monthly targets for the team and monitor performance against these goals
* Conduct regular team check-ins, performance reviews, and one-on-ones to maintain team morale and output quality
* Identify training needs and upskill team members to improve customer handling and CRM usage
**3. Upsell Management & Quarterly Target Achievement**
* Oversee and drive upsell initiatives within the online operations team, identifying opportunities across the customer Success journey
* Track upsell performance against quarterly targets and implement corrective measures when needed
* Collaborate with Sales and Product teams to refine upsell strategies, pricing, and service offerings
* Implement CRM-based workflows and nudges to prompt timely upsell conversations with customers
* Report on upsell metrics to leadership on a weekly and monthly basis, with actionable recommendations
**4. Stakeholder-Customer Liaison & Timely Updates**
* Act as the central point of contact between stakeholders and customers, ensuring information flows accurately and without delay
* Proactively communicate customer requisition timelines, documentation requirements, and progress updates to customers on behalf of stakeholders
* Manage expectations on both sides — stakeholders and customers — to reduce friction and build trust in the platform
* Own escalation handling: resolve disputes or miscommunications between stakeholders and customers quickly and professionally
* Maintain a CRM-based log of all stakeholder and customer interactions for audit and quality purposes
**5. End-to-End Customer Success Coordination (Online & Offline)**
* Coordinate seamlessly between the online and offline operations teams to ensure complete, end-to-end customer requisitions without gaps or handoff failures.
* Liaise with stakeholders at each stage of the customer success process to ensure all required inputs, approvals, and documentation are in place
* Build and maintain standard operating procedures (SOPs) for the customer success workflow across both channels
* Identify bottlenecks in the customer success pipeline and implement process improvements to increase speed and accuracy
* Track completion rates, TAT (turnaround times), and other KPIs, reporting findings to senior leadership regularly
**What We're Looking For**
**Required**
* 6+ years of experience in CRM operations, customer success operations, or customer operations management
* Proven experience managing and leading a customer-facing operations team
* Strong interpersonal and communication skills with a track record of stakeholder management
* Hands-on experience with CRM platforms (Salesforce, HubSpot, Zoho, or similar)
* Demonstrated ability to manage upsell pipelines and meet revenue targets
* Ability to coordinate cross-functional teams across online and offline channels
* Highly organised with strong attention to detail and a bias for timely follow-through
* Open to relocating to Hyderabad — candidates from anywhere in India are welcome to apply
**Preferred**
* Prior experience in property technology, legal tech, or real estate-related operations in India
* Familiarity with real estate processes and documentation in India
* Experience building reports and dashboards to track operational KPIs
* Proficiency in tools such as Google Workspace, Excel, or project management platforms
* Ability to work in a fast-paced, high-volume operations environment
* Fluency in English; knowledge of Telugu or Hindi is an added advantage
**How Success Will Be Measured**
* Daily stakeholder communication maintained with zero missed updates
* Customer requisition update SLA adherence rate (target: 95%+)
* Upsell conversion rate against quarterly targets
* End-to-end Customer success turnaround time (TAT) improvement quarter-on-quarter
* Online operations team productivity and customer satisfaction scores
* Reduction in requisition errors, delays, and escalations
**What We Offer**
* Competitive senior-level compensation package
* Performance-based quarterly bonus tied to upsell targets.
* Relocation assistance provided for outstation candidates
* Opportunity to shape and scale operations at a pivotal growth stage
* Collaborative, mission-driven team environment
* Learning & development opportunities and career growth path
Visa sponsorship is offered for this role.
