Title: Customer Success & Operations Manager
Location: Nizampet, Hyderabad (Work from Office)
Experience: 57 years
Company: Resolute (for its new SaaS product).
Work Shift: US/UK.
About Resolute: Resolute is an email deliverability and consulting company with deep expertise helping brands improve inbox placement, sender reputation, and compliance. We are now launching a new app in January, a new SaaS platform focused on deep, actionable email deliverability insights (beyond just scores and basic diagnostics). App is built to help senders understand why their emails land in spam and what exactly to do about it. We're looking for a Customer Success & Operations Manager to be one of the early core members helping us run our new app smoothly day-to-day and keep customers happy.
Role Overview:
As the Customer Success & Operations Manager, you will:
- Act as the operational owner of our App on a day-to-day basis.
- Coordinate between customers, support, sales, product developement, and the CEO.
- Ensure users are onboarded well, their issues are resolved, and feedback is continuously fed back into the product.
- Help build processes, reports, and rhythms so the business runs smoothly without constant founder intervention.
This role is full-time, work-from-office at our Nizampet, Hyderabad location.
Key Responsibilities
Customer Success & Support
- Own the end-to-end customer experience for our new app, from onboarding to ongoing usage.
- Handle and oversee customer queries, support tickets, and escalations; ensure timely and high-quality responses.
- Understand customer use cases (ESP, volume, types of campaigns) and guide them on how best to use our app.
- Work closely with our deliverability experts to translate complex issues into simple, clear guidance for customers.
- Identify at-risk accounts early and coordinate actions to retain them.
Operations & Coordination
- Coordinate between support, sales, product, and engineering to ensure smooth execution.
Maintain and improve internal processes for:
- Capturing and tracking customer feedback
- Escalation and bug reporting
- Release communication and change logs
Prepare weekly and monthly reports for the CEO:
- Key customer issues and patterns
- Feature requests and product improvement ideas
- Support KPIs (response time, resolution time, ticket volume)
Process Building
- Help set up and refine playbooks for onboarding, support, and customer communication.
- Work with the CEO to define and track basic business & customer metrics (active users, churn signals, usage trends).
- Suggest and implement improvements to tools and workflows used by the team (ticketing, CRM, documentation, etc.).
Required Experience & Background
- 5-7 years of experience in SaaS (preferably B2B), with strong exposure to:
- Customer Success
- Customer Support
- Operations / coordination roles
- Experience in email marketing / email deliverability / martech / ESP / digital marketing / email SaaS is highly preferred.
- Prior experience working closely with product and engineering teams is a strong plus.
- Comfortable in a startup or early-stage environment (ambiguity, fast iterations, hands-on work).
Skills & Competencies
- Excellent written and verbal communication skills in English this is critical.
- Strong customer empathy ability to listen, understand pain points, and respond clearly.
- Solid organizational and coordination skills you enjoy keeping things moving and closing loops.
- Ability to create and maintain complex reports (Excel/Sheets, canva presentations, dashboards).
Basic understanding (or willingness to learn) of:
- Email deliverability basics (SPF, DKIM, DMARC, blocklists, inbox placement)
- Email marketing workflows and terminology
- Proactive, ownership mindset you don't just pass on problems, you help drive them to resolution.
What We Offer
- Opportunity to join early in the journey of a niche SaaS product with real global potential.
- Close collaboration with the founder and senior industry experts.
- A role with genuine ownership, you will be the operational backbone for our new app.
- Competitive salary based on experience and market standards.
- A focused, learning-driven environment where your inputs directly shape the product and the company.
Note: The final stage of our hiring process may include a short, role-relevant written assessment (to be given in person) test to understand your decision-making and working style. This helps us ensure mutual fit.
If you're excited about email, SaaS, and building something meaningful from the ground up, and you enjoy being the person who makes sure things actually happen, we'd love to talk to you.
