Customer Success Operations Manager

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.

About The Role
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)
Your Experience & Skills
Proven experience in a customer success operations role, with a focus on post-sale operations (+3 years), ideally within a SAAS or technology company - must
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.
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