Customer Success Operations Manager

Description:

We are seeking an experienced and motivated individual to join our team as a Customer Success Operations Manager. In this role, you will be responsible for optimizing the post-sale customer journey to drive adoption and retention within the Customer Success department.

• Develop and implement strategies to enhance customer adoption and retention.
• Collaborate with cross-functional teams to improve processes and efficiency within the Customer Success department.
• Analyze customer data and feedback to identify areas for improvement and drive actionable insights.
• Track leading indicators of renewals and upsell, and analyze them to understand what’s going well and what’s not.
• Detect early signals of at-risk renewals/customers, design playbooks for CSMs to address them, and provide a path to escalation.
• Design processes to support the work of CSMs and increase their productivity and ability to provide best in class service.
• Implement and manage new tools to improve the day-to-day work of CSMs.
• Provide leadership, guidance, and mentorship to team members to help them achieve their goals and deliver exceptional service to customers.
• Manage the day-to-day operations of the Customer Success department (e.g., allocating book of business for CSMs, sending CSAT surveys, etc)

• Proven experience in a customer success operations role, with a focus on post-sale operations (+2 years), ideally within a SAAS or technology company.
• Strong understanding of customer success principles and best practices.
• Familiarity with customer success tools and software, including CRM systems and customer feedback platforms.
• Excellent communication and interpersonal skills.
• Strong organizational and project management skills
• Strong reporting skills and proven experience applying data hygiene, intelligence, and governance principles.
• Bachelor's degree in Business Administration, Marketing, or related field.