Were hiring a Customer Success Operations Manager whose mission will be to drive the effectiveness and efficiency of our Customer Success team. You will report to the Revops TL and will be their trusted partner in defining customer success objectives, strategy, and tactics, and in implementing processes that scale.
Responsibilities:
Strategic planning – forecast customer health and renewals, ensuring alignment with company goals.
Design, document, and optimize CS workflows and processes:
Act as the primary interface between Product, Marketing, and Sales teams to ensure seamless collaboration.
Drive effective collaboration with the BI/Data team to enable actionable insights & dashboard planning.
Manage approval workflows for CS-related initiatives and requests.
Oversee and optimize round-robin assignments for accounts and projects.
Develop and maintain risk management protocols to identify and mitigate customer churn risks.
Define and refine onboarding and professional services (PS) processes to enhance customer experience.
Serve as the Salesforce (SF) subject matter expert for CS, managing flows, metrics calculations, and data integrity.
Develop and maintain internal knowledge bases (KBs) to support team efficiency and scalability.
Leading special initiatives; including beta programs, AI-driven churn prevention, and design partner engagement.
Drive tools implementation and adoption, including AI-powered solutions to scale operations – including defining the requirements and implementation of the CS platform
Assist in creating impactful presentations for management and board meetings, aligning with business priorities and key metrics.
Responsibilities:
Strategic planning – forecast customer health and renewals, ensuring alignment with company goals.
Design, document, and optimize CS workflows and processes:
Act as the primary interface between Product, Marketing, and Sales teams to ensure seamless collaboration.
Drive effective collaboration with the BI/Data team to enable actionable insights & dashboard planning.
Manage approval workflows for CS-related initiatives and requests.
Oversee and optimize round-robin assignments for accounts and projects.
Develop and maintain risk management protocols to identify and mitigate customer churn risks.
Define and refine onboarding and professional services (PS) processes to enhance customer experience.
Serve as the Salesforce (SF) subject matter expert for CS, managing flows, metrics calculations, and data integrity.
Develop and maintain internal knowledge bases (KBs) to support team efficiency and scalability.
Leading special initiatives; including beta programs, AI-driven churn prevention, and design partner engagement.
Drive tools implementation and adoption, including AI-powered solutions to scale operations – including defining the requirements and implementation of the CS platform
Assist in creating impactful presentations for management and board meetings, aligning with business priorities and key metrics.
Requirements:
Minimum of 2 years experience in CS Ops in a tech company
Salesforce expert – a MUST
Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
Passion for designing processes that scale
Takes a high degree of ownership over their work
Clear communicator with professional presence
Experience working with multiple complex data sets
Methodological thinker with strong strategic and analytical approach
Strong listening skills; open to input from other team members and departments
Ability to lead through influence.
Minimum of 2 years experience in CS Ops in a tech company
Salesforce expert – a MUST
Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
Passion for designing processes that scale
Takes a high degree of ownership over their work
Clear communicator with professional presence
Experience working with multiple complex data sets
Methodological thinker with strong strategic and analytical approach
Strong listening skills; open to input from other team members and departments
Ability to lead through influence.
This position is open to all candidates.
