Customer Success Operations Manager

Join us on our mission to make a better world of work. 

Culture Amp is the world’s leading employee experience platform, revolutionizing how 25 million employees across more than 6,500 companies create a better world of work. Culture Amp empowers companies of all sizes and industries to transform employee engagement, drive performance management, and develop high-performing teams. Powered by people science and the most comprehensive employee dataset in the world, the most innovative companies including Canva, On, Asana, Dolby, McDonalds and Nasdaq depend on Culture Amp every day.

Culture Amp is backed by leading venture capital funds and has offices in the US, UK, Germany and Australia. Culture Amp has been recognized as one of the world’s top private cloud companies by Forbes and most innovative companies by Fast Company.

For more information visit cultureamp.com.

How you can help make a better world of work

Culture Amp’s Revenue Operations team plays a critical role in supporting the Customer Experience (CX) organization. We are seeking an exceptional Customer Success Operations Manager to drive and implement decisions around our strategy, processes, and tools. This individual will be a RevOps business partner to the Commercial Customer Experience Leader. The primary stakeholders will be Directors running the Commercial Customer Success team and the global Renewals program. This individual will also partially support the Implementations, Training, and Support functions within the CX organization on strategic projects. 

The focus for this role is to free up time and energy for our Customer Experience team by optimizing existing processes, innovating how we use our go-to-market tools, and providing structured programs so that our customer facing teams can provide the highest impact, most efficient solutions across our scaled global teams.

Examples of key job responsibilities:

• Partner with the Global Senior Director, Director of Commercial Customer Success and Director of Renewals to set strategy
• Map the Customer Success user experience and identify efficiencies with process and technology changes
• Manage book of business build processes for both Customer Success and Renewals
• Shared management of the internal RevOps Ticketing Portal where you will resolve inquiries from the field, spotting trends/patterns to introduce process and technology enhancements on a monthly basis
• Collaborate with cross-functional partners, including IT and your Sales Operations peers, to improve internal processes and minimize operational risks

Required qualifications:

• At least 12 months of consecutive operations experience with Customer Success
• Experience with Customer Success capacity planning, building books of business, and setting/tracking goals for Customer Success Managers
• Ability to analyze and communicate key trends in Customer Success including customer renewals
• Experience in managing cross-team projects to completion
• Proven experience improving processes and managing technology in a fast-paced SaaS environment
• Proficiency in tools such as Salesforce, Vitally (or equivalent - Gainsight, Planhat, etc), Looker, and Google Suite

Preferred qualifications:

• SQL or advanced Google Sheets/Excel experience
• Background in B2B SaaS

You are:

• A strong communicator: You are efficient with verbal and written communication, flagging timeline and execution risk factors
• Analytical: You can take data and interpret it to form a conclusion and recommend next steps
• Organized: You can manage a project with key milestones and timelines, particularly in ambiguity
• Collaborative: You excel in working across different functions such as Revenue Systems, Data Analytics, and IT 
• An Owner: You find ways to get things done despite obstacles

This role is based out of  either our San Francisco, Chicago, or New York hub locations. Candidates must be located in these hubs to be considered and be comfortable with 1-2 days in office.

For this role, the estimated base salary range is listed below. In addition to base salary, your compensation package will include additional components such as equity and benefits. For sales roles, your package may also include sales commission

The actual base salary will vary based on various factors, including market and individual skills, capabilities and experience, objectively assessed during the interview process. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and be