Founded in 2005, Wego is a travel marketplace and the largest travel app in the Middle East, enabling users to discover, compare, and book flights, hotels, and travel products. The platform operates primarily across the Middle East, with a growing presence in Asia Pacific.

WegoPro is Wego Group’s business travel platform, focused on simplifying and modernizing corporate travel management for companies across multiple markets.

Team Description

The Customer Success team at WegoPro ensures our corporate clients derive measurable value from the platform. The team focuses on adoption, retention, monetization, and long-term partnership growth. Working closely with Sales, Finance, Product, and Operations, the team ensures scalable processes, strong commercial visibility, and consistent customer outcomes.

The Role

The Customer Success Operations Manager owns the operational and revenue intelligence backbone of the Customer Success function. This role ensures system integrity, monetization visibility, performance governance, credit oversight, and cross-functional alignment to enable scalability and protect revenue.

This is a high-impact role focused on operational rigor, process standardization, automation, and performance transparency across Customer Success.

What you will be working on

• Owning and optimizing Customer Success systems as the single source of truth

• Maintaining lifecycle governance, data architecture, and workflow integrity

• Ensuring alignment across CS tools, CRM, and Finance platforms

• Tracking GMV, margins, booking fees, expansion revenue, and monetization performance

• Building and maintaining dashboards at account and portfolio levels

• Monitoring revenue leakage and supporting corrective actions

• Validating monthly CS and Sales performance metrics

• Maintaining standardized definitions across reporting frameworks

• Monitoring credit exposure, AR aging, and payment behavior in partnership with Finance

• Designing and standardizing onboarding, QBR tracking, and monetization workflows

• Driving automation initiatives to improve operational efficiency and scalability

• Preparing structured executive-ready monthly and quarterly performance reviews

Core Responsibilities

CS Systems & Governance

• Own and optimize the Customer Success tool as the system of record

• Maintain account/entity data structures and lifecycle governance

• Ensure system consistency across CS, CRM, and Finance platforms

Monetization & Revenue Intelligence

• Track and monitor monetization metrics across accounts

• Build dashboards for GMV, margins, booking fees, and expansion revenue

• Support pricing analysis and benchmarking initiatives

• Identify and mitigate revenue leakage risks

• Partner with CS leadership to drive data-backed expansion strategies

Performance & Incentive Governance

• Own monthly validation of CS and Sales performance metrics

• Manage data inputs used for incentive calculations

• Maintain audit-ready reporting and standardized metric definitions

Credit & Risk Management

• Maintain visibility on credit exposure, AR aging, and payment trends

• Partner with Finance on risk thresholds and escalation workflows

• Ensure credit data accuracy within reporting systems

Process & Cross-Functional Alignment

• Design and standardize Customer Success processes

• Identify operational inefficiencies and recommend improvements

• Align workflows across CS, Sales, Finance, and Product

Automation & Operational Efficiency

• Implement automation initiatives across CS workflows

• Improve reporting efficiency and scalability of systems

Executive Reporting & Communication

• Prepare structured monthly and quarterly leadership decks

• Translate operational and revenue data into clear, decision-ready insights

Skills and Experience

• 4+ years of experience in Customer Success Operations, Revenue Operations, or Business Operations

• Strong experience working with Customer Success and CRM platforms

• Advanced proficiency in Excel or Google Sheets; familiarity with BI tools preferred

• Experience handling finance-linked reporting, performance governance, or incentive structures

• Strong structured thinking and stakeholder management capability

• Ability to operate independently with high ownership

• Calm, execution-focused approach in fast-paced environments