What you'll do
The Customer Success Operations Manager will play a crucial role in enhancing the efficiency and effectiveness of the Customer Success team. This individual will work closely with Customer Success Managers (CSMs) to streamline processes, analyze data, and implement systems that support our goal of ensuring customer satisfaction, retention and continuous expansion. The ideal candidate is analytical, detail-oriented, collaborative, obsessed with operational efficiency and passionate about improving customer experiences.
Responsibilities
- Process Improvement: Develop, implement, and optimize processes to improve the Customer Success team’s efficiency and effectiveness.
- Best Practices: continuously document and share the latest in our Customer Success strategy through playbooks and information sessions.
- Continuous Improvement: track feedback and assess risks and opportunities to continuously improve our enablement strategy.
- Data Management: Collect, analyze, and report on customer data to provide insights and recommendations to the Customer Success team.
- Systems Data Administration: Maintain data in Customer Success tools and systems (e.g., Salesforce, ticketing, PSA, analytics tools, Highspot) to ensure they are used effectively.
- Onboarding Support: Assist in the onboarding of new Customer Success Managers by ensuring that all necessary resources and documentation are provided.
- Performance Metrics: Track and report on key performance indicators (KPIs) for the Customer Success team to identify trends and areas for improvement.
- Cross-Functional Collaboration: Work with other departments (e.g., Sales, Marketing, SaaS) to accelerate cross-functional activities and deliverables.
- Training: Provide training and support to CSMs on tools, processes, and best practices.
What is expected from you
Qualifications
- Bachelor’s degree in Business, Marketing, Data Analytics, or a related field.
- 3+ years of experience in a Customer Success Manager, Customer Success Operations Manager or similar role, preferably in an Enterprise SaaS environment.
- Experience working on complex programs with cross-functional activities and deliverables.
Preferred Skills
- Strong analytical skills with the ability to interpret data and make data-driven decisions.
- Proficiency with Microsoft Office suite, Salesforce and Planisware tools preferred.
- Excellent organizational and project management skills.
- Exceptional communication (written and spoken) and interpersonal skills.
- Strong problem-solving skills and attention to detail.
- Strong work ethic and ability to work efficiently in autonomy.
- Knowledge of best practices in Customer Success, especially in Enterprise Software.
- Ability to think in terms of long-term systems and continuous improvement.
Benefits
- 3 weeks paid vacation
- Paid holidays
- Up to 4 months maternity leave
- Life, short and long-term disability insurance
- Company annual kick-off trip
- 401(k) plan with company variable contribution
- Health, dental, and vision insurance
- FSA plan, including employer contribution
- Cell phone and internet allowances
- Quarterly events/monthly happy hour
- Company charitable donation match
- Community outreach
- Tuition assistance program
- Graduate program
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