We are seeking a Customer Success Operations Manager to join our Revenue Operations team. This strategic role focuses on optimizing the post-sale customer journey to drive adoption, retention, and operational excellence within the Customer Success department. Youll manage processes, performance metrics, and systems, while leading initiatives to scale and support our regional and global teams.
This role will provide you the opportunity to gain hands-on experience in a fast-paced environment and contribute real impact to the success of the company.
Key responsibilities:
Strategic Business Partner: Collaborate with the AVP of Customer Success to optimize processes for an industry-leading customer experience, maximize revenue from the existing customer base, and build strong partnerships across the organization to serve as the focal point for field requirements and localization.
Operational Excellence: Oversee the day-to-day operations of the Customer Success department (e.g., allocating book of business for CSMs, sending CSAT surveys, etc) and partner with teams across the organization to improve processes and efficiency.
Strategic Insights: Deliver data-driven insights to Post-Sales and company leadership, identify improvement opportunities, and drive actionable outcomes to support informed, strategic decision-making.
Reporting & Metrics: Track and analyze customer lifecycle metrics, ensuring visibility into GTM activities and their effectiveness.
Operational Process Optimization: Design processes, implement and manage new tools, and evaluate CS playbooks to support the work of CSMs and increase their productivity
Risk Mitigation: Detect at-risk renewals, develop CSM playbooks, and establish escalation paths
Team Enablement: Mentor, educate, and align business units on processes, policies, and tools.
This role will provide you the opportunity to gain hands-on experience in a fast-paced environment and contribute real impact to the success of the company.
Key responsibilities:
Strategic Business Partner: Collaborate with the AVP of Customer Success to optimize processes for an industry-leading customer experience, maximize revenue from the existing customer base, and build strong partnerships across the organization to serve as the focal point for field requirements and localization.
Operational Excellence: Oversee the day-to-day operations of the Customer Success department (e.g., allocating book of business for CSMs, sending CSAT surveys, etc) and partner with teams across the organization to improve processes and efficiency.
Strategic Insights: Deliver data-driven insights to Post-Sales and company leadership, identify improvement opportunities, and drive actionable outcomes to support informed, strategic decision-making.
Reporting & Metrics: Track and analyze customer lifecycle metrics, ensuring visibility into GTM activities and their effectiveness.
Operational Process Optimization: Design processes, implement and manage new tools, and evaluate CS playbooks to support the work of CSMs and increase their productivity
Risk Mitigation: Detect at-risk renewals, develop CSM playbooks, and establish escalation paths
Team Enablement: Mentor, educate, and align business units on processes, policies, and tools.
Requirements:
3+ years of experience in Customer Success Operations / Business Operations / Revenue Operations or similar role at a rapidly scaling organization (a must)
Experience serving as a strategic business partner to management/leadership
Expertise in Salesforce including building flows, formulas, reports, custom views and dashboards
Strong reporting skills with experience in data hygiene, intelligence, and governance principles
Proficient in managing multiple projects within tight deadlines
Comprehensive understanding of revenue processes and customer success principles / best practices.
Excellent communication and interpersonal skills
Self-motivated, detail-oriented and analytical with a can-do attitude
CPQ experience is a plus.
3+ years of experience in Customer Success Operations / Business Operations / Revenue Operations or similar role at a rapidly scaling organization (a must)
Experience serving as a strategic business partner to management/leadership
Expertise in Salesforce including building flows, formulas, reports, custom views and dashboards
Strong reporting skills with experience in data hygiene, intelligence, and governance principles
Proficient in managing multiple projects within tight deadlines
Comprehensive understanding of revenue processes and customer success principles / best practices.
Excellent communication and interpersonal skills
Self-motivated, detail-oriented and analytical with a can-do attitude
CPQ experience is a plus.
This position is open to all candidates.
