Manager, Global Customer Success Ops

Your Title: Manager, Customer Success Operations & Analysis

Job Location: Westminster, CO; Portland, OR; Remote

Our Department: Construction Enterprise Solutions

Trimble strives to continually improve our customer experience, ensuring that we put the customer and users at the center of all that we do.  In order to achieve this, the Customer Success team focuses on our customer base to ensure deep adoption of our technologies, improving strong retention and growth in customer accounts across the globe. We are in an exciting part of our journey to grow and mature the Customer Success muscle at Trimble and are looking for a results-driven Manager of Customer Success Operations & Analysis to make the Customer Success org more efficient.

Reporting to the Sr. Director of Customer Success, you will be their trusted partner in defining customer success objectives, strategy and tactics, and in implementing processes that scale. The Manager of Customer Success Operations will be a first-level leader responsible for managing a team consisting of Digital Customer Success, CS Analysis, and Enablement. You will be responsible for defining and improving processes, identifying and resolving data integrity and workflow challenges, and introducing digital customer journeys to empower scale and efficiency for the organization. You will be part of the larger Customer Success leadership team to help drive the vision, strategy, and roadmap for the Customer Success Group.

This Operations leader is vital to our long-term success and scale needs and will be responsible for creating programs and data visibility to ensure we are driving a positive customer journey at scale.

What You Will Do

• Responsible for ensuring the Customer Success org operatives effectively at a macro level

• Work with CS leadership to define and optimize scalable CS workflows 

• Partner with CS leadership on identifying and developing tools and templates CSMs need to successfully engage at deep levels with their customers

• Hire, coach and develop a high-performing team of individual contributors

• Develop analytics for product utilization, customer lifetime value, and overall health scores

• Develop view of leading indicators and lagging indicators of customer health

• Be accountable for the development of CS team enablement programs and content

• Partner with Sales Ops leadership on measuring KPI’s and driving valuable insight

• Look for consistent issues across the Customer Success org, break issues down into manageable components, and create solutions with measurable results

• Build tools like custom dashboards and establish automatic workflows using tools like Gainsight to make the CSM’s job easier 

• Own the creation and development of playbooks

• Conduct customer churn analysis and identify churn improvement strategies

• Leverage reporting to develop data-driven insights on customer behavior

• Responsible for delivering digital-led customer experiences by designing digital customer journeys and content requirements for onboarding, adoption, renewals, and engagement

• Segment the customer base, assign to CSMs, and forecast hiring needs

• Partner with CS leadership and Comp team on determining metrics for bonuses and defining targets for metrics

What Skills & Experience You Should Bring

• Minimum 2-3 years experience of leadership within a Customer Success team in a SaaS company, preferably in a CS Operations role

• Understand best practices for proactive Customer Success and how to define a customer journey with touch points long that journey

• Passion for designing processes that scale

• Experience developing and refining customer journeys in a SaaS environment

• Proven experience measuring and interpreting key success metrics like churn, retention, product utilization, and customer health

• Leadership, strong work ethic, ability to work independently, self-motivated and team-oriented

• Enjoy getting your hands dirty by digging into complex operations

• Looking for a results-oriented analytical leader who understands how to analyze data

• Take high degree of ownership over workload

• Demonstrable experience of setting stretch goals and coaching a team to attain and retain top performance  

• An effective delegator, able to effectively prioritize your own activities as well as your team’s

• Strong communication, presentation (written and oral), and organization skills a must

• Positive, never fail attitude

• Proficiency in Salesforce, Gainsight, and Domo