About the company
Why We Built Lyric: Supply chains are more critical and complex than ever. Every day, large enterprises navigate trillions of possible decisions that could impact the bottom line. Powerful algorithms and AI can address these problems, yet most organizations struggle to leverage supply chain AI at scale - the current SCM technologies are either rigid, limited scope point solutions or require building custom solutions in-house, which demand immense expertise and investment.
That is—until now.
Enter Lyric: Lyric is an enterprise AI platform built specifically for supply chains, offering the best of both worlds:
Out-of-the-box AI solutions for optimizing networks, allocating inventory, scheduling routes, planning fulfillment capacity, promising orders, propagating demand, building predictions, analyzing scenarios, and more, plus
A platform-first approach that empowers both business and technical users with end-to-end composability—leveraging no-code tools, their own code, or even forking our code to build and refine decision intelligence
With Lyric, enterprises no longer have to choose between flexibility and speed—they get both.
The Mission: We’re building a new era in supply chain with the team best equipped to lead it. With over 20 years at the intersection of supply chain and algorithms, we developed a deep conviction that global supply chains needed something like Lyric. Since our inception in December 2021, that conviction has been validated time and time again.
Today, a growing number of Fortune 500 companies—including Smurfit WestRock, Estée Lauder, Coca-Cola, Nike, and more—are innovating on their own terms with Lyric.
We can’t wait to see what our customers—both current and future—are empowered to build with us next. Come build with us.
Job Title: Manager – Customer Success OperationsLocation: India
Experience Required: 8–12 years
Reports To: Head of Customer Success
Role Overview
We are seeking a highly analytical and process-oriented Manager – Customer Success Operations to support and scale Lyric’s Customer Success (CS) organization. This role will work closely with CS leadership to drive visibility, efficiency, and operational rigor across customer engagement, onboarding, renewals, and expansion efforts. The ideal candidate is someone who can bridge strategy and execution—combining systems thinking with strong executional chops.
Key ResponsibilitiesOperational Excellence:
Own and optimize the operational framework for the CS team—including processes around account planning, QBRs, playbooks, risk tracking, and renewals.Analytics & Insights:
Build and maintain dashboards that track customer health, product adoption, churn risk, and other leading indicators. Partner with RevOps to align metrics across GTM.Tooling & Systems:
Drive adoption and continuous improvement of CS tooling (e.g., Gainsight, Salesforce, Notion, or equivalent). Act as the systems owner for CS Ops infrastructure.Cross-functional Collaboration:
Partner with Sales, Product, Solutions, and Support to ensure a unified and data-driven approach to customer experience. Support CS leaders in initiatives like VOC programs, expansion playbooks, and feedback loops into Product.Strategic Initiatives:
Run high-priority, one-off strategic projects to accelerate customer outcomes—e.g., segmentation model refresh, health scoring overhaul, or new onboarding frameworks.Capacity Planning & Forecasting:
Support headcount planning, coverage models, and forecasting for renewals and NRR alongside finance and CS leadership.
8–12 years of experience in CS operations, revenue operations, management consulting, or GTM strategy in a SaaS/enterprise tech environment.
Strong experience with CS tooling, CRM (e.g., Salesforce), and analytics platforms (e.g., Looker, Tableau, or similar).
Proven ability to turn messy data into clear insights and drive action across cross-functional teams.
Excellent communication and stakeholder management skills.
Self-starter with a bias for action and a strong sense of ownership.
Bonus: Exposure to supply chain, planning, or enterprise AI platforms.
At Lyric, we’re building a culture where customer-centricity, curiosity, and craft intersect. You’ll join a fast-growing Series B company where you can shape foundational systems, work with top-tier customers, and make your mark on a category-defining platform.
