CS Operations Lead – Territories & Segmentation

We are looking for a strategic and detail-oriented Lead based in India to own territory design & customer segmentation for the Asia and Emerging Markets (AEM) Customer Success organization. Operating as part of CS Operations function within AEM Commercial excellence, you will build the frameworks that determine how customers are grouped, assigned, and monitored throughout their lifecycle. This role sits at the intersection of data science and CS Operations & strategy—your work will directly influence CSM capacity planning, customer coverage models, and early-warning intervention systems across global AEM accounts. You will collaborate closely with CS leadership and serve as the analytical backbone of the India-based CS Ops capability.

About the Role: 
In this opportunity as a CS Operations Lead – Territories & Segmentation, you will be responsible for:

• Territory Design & Assignment: Develop and maintain territory assignment logic for CS teams across AEM, incorporating ARR bands, product lines, industry verticals, and geographic considerations

• Customer Segmentation Models: Build and evolve multi-dimensional segmentation frameworks (by lifecycle stage, engagement tier, revenue potential, and strategic value) to enable differentiated CS coverage

• Coverage Model Analysis: Partner with CS leadership to model optimal CSM-to-account ratios, identify coverage gaps, and support capacity planning decisions during headcount planning cycles

• Data Governance & Enrichment: Ensure account and contact data quality in Salesforce and CS Tool; lead initiatives to enrich firmographic, technographic, and behavioural data within CS tools  for customer success interventions

• Segmentation Impact Reporting: Measure and report on the effectiveness of segmentation and territory changes—linking model adjustments to retention, expansion, and CSM productivity outcomes

• Stakeholder Enablement: Translate complex segmentation logic into intuitive frameworks and documentation for CSMs, CS leadership, and cross-functional partners

About You 
You’re a fit for the role if your background includes: 

• 8–12 years of experience in CS Operations, Sales Operations, or Revenue Operations with a focus on segmentation, territory planning, or customer analytics

• Deep experience building and managing customer health scoring models in Gainsight or equivalent CS platforms

• Strong Salesforce proficiency—comfortable with account hierarchy management, custom objects, and workflow configuration and SFDC reports

• Demonstrated ability to design territory and coverage models at scale, ideally in a mid-to-large enterprise SaaS environment

• Advanced proficiency in Excel or Google Sheets; experience with data blending across multiple systems

• Familiarity with BI tools (Tableau, Power BI, Looker) for building segmentation dashboards and reporting

• Analytical mindset with comfort handling large, complex datasets and translating findings into strategic recommendations

• Strong stakeholder management skills; ability to influence without authority across CS, Sales, and Finance teams

• Excellent written and verbal English communication skills; comfortable presenting findings and recommendations to senior global stakeholders

• Proficiency in SQL/Snowflake for querying CRM and data warehouse sources

• Background in customer lifecycle marketing or digital engagement modeling

• Knowledge of machine learning techniques for clustering or classification applied to customer segmentation

• Exposure to CPQ or licensing systems for understanding account commercial structures

• Proficiency in Python (pandas, numpy, scikit-learn) for data processing, segmentation modeling, and automation of analytical workflows

• Prior experience supporting APAC or India-based enterprise accounts, with familiarity in regional commercial structures and customer engagement patterns

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What’s in it For You?

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