Senior Manager, Customer Success Operations

3 нед. назад

USASeniorRemote

customer relationship managementoperational strategyprogram designstrategic planningprocess optimization

Leadership role in Customer Success Operations focusing on operationalization, tools, systems, and processes to scale Customer Success.

О компании

The Customer Success - Revenue Operations team at drives productivity and improves efficiency for our account managers, CSMs, implementation specialists, support specialists, and leadership. We create and implement operational reporting and analytics, improve processes, and enable strategic initiatives that impact the revenue organization. At our core, we are a dynamic team of highly driven self-starters who are passionate about operations and thrive in a fast paced, challenging environment.

Обязанности

The Senior Manager, Customer Success Operations is a critical leadership role within our Revenue Operations team, owning the operationalization of our roadmap and strategic customer projects while also shaping the tools, systems, and processes that let Customer Success scale. You'll be the go-to partner for CS leadership on program design, execution rigor, and cross-functional delivery, act as the senior escalation point when something breaks, and manage a Senior Analyst supporting our deployments along the way. This role is perfect for someone who enjoys turning ambitious programs into scalable, repeatable motions and wants a direct hand in how we run Customer Success operationally.
Domain Expertise: Bring broad, cross-functional fluency across customer success, account management, and adjacent go-to-market functions to set direction for how Customer Success Operations partners with the rest of the business. Exposure to pre-sales and application specialist functions is a plus.
Program & Process Operationalization: Define and continuously improve the operating model, cadence, and governance for our roadmap of strategic customer projects, and optimize existing Customer Success processes to ensure scalability as we grow.
Metrics Strategy: Set the strategic framework for how core Customer Success metrics, including NRR, GRR, and usage KPIs, connect to business outcomes, and use that framework to inform program investment, prioritization, and executive reporting.
Systems & Tool Strategy: Identify opportunities across our Customer Success tool strategy, spanning systems like Salesforce, Gainsight, Clari, Gong, and Tableau, and partner with senior leadership on investment priorities.
Firefighting & Escalation: Act as a senior escalation point for operational issues, whether a broken workflow, data discrepancy, or urgent tooling issue, and drive fast, durable resolution.
QBR Ownership: Own the Quarterly Business Review process end to end, building and refining templates with leaders and prioritizing the Asks of the Business that come out of QBRs.
Stakeholder Collaboration: Partner closely with CS leaders, Product, Sales, Support, Finance, BI, and Revenue Operations to align on priorities, gather requirements, and deliver on cross-functional initiatives.
Scale & Repeatability: Decide which programs are ready to scale and in what order, ensuring the playbooks and standards behind them hold up as coverage expands from a handful of accounts to full strategic segments.
Data Partnership: Partner with the Manager, Customer Success Operations on the KPI trackers, dashboards, and impact reporting that make each program measurable.
Data Integrity & Governance: Own accountability for the trustworthiness of CS reporting as it scales, ensuring the QA and governance practices behind it, source of truth, hierarchy integrity, field accuracy, hold up under executive level scrutiny, and escalate material data integrity risk before it reaches leadership.
People Management: Manage and develop the Senior Analyst, Customer Success Operations: set priorities, coach, and elevate their work from tactical execution to insight-driven impact.
Be the go to person for strategic program execution across the Customer Success organization.

Требования

8+ years of experience within a Revenue organization, playing a key role in driving productivity for the Customer Success team.
Prior people management experience required.
Experience owning or administering CS systems such as Salesforce, Gainsight, Clari, Gong, or Tableau, and evaluating new tools as needs evolve.
A strong project manager who enjoys making things better and can move ambiguous programs to scalable execution.
Proven ability to translate core SaaS and Customer Success metrics, including NRR, GRR, and usage-based KPIs, into strategic narratives for senior and executive stakeholders.
Excellent communication skills, and the ability to work in a dynamic, fast paced environment.
Enjoys working cross-functionally and building strong relationships with stakeholders across the business, including Product, Sales, Support, Finance, and BI.
Demonstrates exceptional organizational skills and attention to detail.
Bonus: experience with SQL, or a data warehouse tool such as Snowflake or BigQuery, and familiarity with a BI platform such as Tableau.
For base compensation, we set standard ranges for all roles based on function and level benchmarked against similar stage growth companies and internal comparables. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors including candidate experience/expertise and may vary from the amounts listed below.
You may also be offered a performance-based bonus, equity, and a generous benefits program.
is an equal-opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling ’s commitment to equal employment opportunity. does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. This policy applies to every aspect of employment at , including recruitment, hiring, training, advancement, and termination.
In addition, it is the policy of to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where a particular employee works.
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Другое

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