Customer Success Operations Manager

Our vision is to be the Champions of a Safer Digital Future and be the Champions of Change. We believe in empowering individuals and teams with freedom and responsibility to align their goals such that we all row in the same direction. We are uncomfortably transparent, autonomous & accountable, we have zero tolerance for brilliant jerks, we have unlimited vacation policy and more. For us our Culture Is Our Strategy - check out our Culture Memo for more details and surprises.
Experience: 8+ years

Core Responsibilities:

• Analyze business performance (retention, upsell) to identify opportunities for incredible improvement in customer outcomes, value realization, and revenue growth
• Ensure there is visibility into the performance of the business through key leadership reports/insights and a leadership operating model
- Report on past results and renewals and upsell forecasts, e.g., through dashboards and presentations - Track leading indicators of renewals and upsell, and analyze them to understand what’s going well and what’s not going well - Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide the path to escalation. - Identify top customers for upsell
• Support the operationalization of the strategic objectives of the CS programs, including but not limited to:
- Developing and operationalizing Customer segmentation strategy - Developing resource allocation and capacity plans - Revamping Customer journey development, lifecycle management processes, and CS playbooks - Customer Health Scoring - NPS Campaigns
• Partner with Customer Success leadership and Revenue leadership to drive strategy and operations for the next phase of growth
• Partner with Customer Marketing on key campaigns and outreach initiatives
• Support and enable the Customer Success team on proper account management, hygiene, and reporting
• Capture and report on metrics to support the incentive compensation plans for the team, defining and tracking against targets
• Execute customer communications, surveys, and outreach
• Provide materials and data that help CSMs work more effectively
• Implement and manage the software that facilitates CSM Ops activities

Essential Skills/ Qualifications/ Experience:

• 8+ years of experience supporting internal stakeholders in an analytical/operational role (CSM teams, Renewal teams, revenue teams). Prior experience as a customer success manager is a plus
• Relevant experience within or supporting Customer Success teams
• Experience with Customer Success Management systems (e.g., Gainsight/Totango/Client Success/etc., digital marketing tools, e.g., Intercom, Pendo, PX, etc.)
• Demonstrated ability to develop insights & recommendations to drive incredible improvements for a saas business.
• Progressive experience with operations or related experience with a technical SaaS or subscription software service
• Experienced leading cross-functional initiatives in mid-sized or large organizations
• Strong verbal and written skills with a strong ability to articulate and communicate strategies and plans
• Management experience with a team of at least 3 team members is a plus

Join our rocket ship if you want to learn, make your mark and work with incredible talent!