Manager, Customer Success Operations

Manager, Customer Success Operations

Location:                                    Remote, USA 

Employment Type:                  Full-Time

Compensation Range:           $104,000.00- 130,000.00 (range applies to US candidates only)+ Benefits/Variable Comp/Equity - Range may vary based on experience. 

Benefits Offered:                     Vision, Medical, Life, Dental, 401K

Summary

OneStream is looking for a Manager, Customer Success Operations to oversee our Customer Success Operations team and support the Customer Success (CS) organization by owning and supporting the operational processes and tools used to deliver best in class customer experiences. This includes both managing existing processes and tools as well as introducing new ones so that the organization can globally scale as our business & customer base grows. The ideal candidate enjoys investigating day to day issues that CS organizations face as they support the customer lifecycle, and working cross functionally with many other departments. This role will seek to understand Customer Success’ pain points and resolve issues to increase their productivity to support business initiatives, and drive process adoption and maximize efficiency.

Primary Duties and Responsibilities

• Subject Matter Expertise: Manage and own our Gainsight implementation to support Global Customer Success, including renewals processes and workflows. Partner with Customer Success Management to ensure tools and systems available to CS are utilized and adopted, and correctly integrated and aligned to support CS metrics and KPI’s.
• Reporting and Analysis: Manage reporting and analysis to support KPI’s and initiatives to measure Customer Success, including past results, renewals forecast, and trend analysis. Partner with Customer Success management and executives to identify and create meaningful insights that can help the CS team.  Evaluate effectiveness of KPI’s to ensure they are accurate measurements of the team’s success and performance.
• Risk Management: Ensure processes and deliverables exist to detect, catch and report on early signals of at-risk renewals, including the design of playbooks and paths to escalation.
• Cross-Functional Coordination: Serve as the operational lead representing Customer Success in collaboration with Sales, Alliances, Training & Education as well as corporate project teams. Lead efforts cross-functionally to support the daily operations as well as driving forward our organizational rules of engagement with sales teams and adherence to business controls.
• Account Allocation and Capacity Planning: Manage processes and monitoring to ensure all customers are assigned a CSM, work with Customer Success Management and FP&A to monitor and analyze workload/account-load as needed to anticipate and forecast hiring needs.
• Systems: Rationalize, evaluate, implement and manage software/applications that facilitate CS & CS Ops activities.
• Guidance: Ensure the Customer Success Operations team can effectively assist the CS team with onboarding, renewal activities and strategies, Salesforce usage and navigation, internal processes, process improvement & automation. This includes curating content and playbooks to ensure consistent and effective delivery of positive business outcomes.
• Internal Advocacy: Continuously collaborate with the Customer Success Management team, to ensure a thorough understanding of the CS roles, day-to-day activities, and potential pain points. Find areas that need improvement, identify redundant processes, and streamline the CS function. Includes managing and improving upon the data integration between Gainsight and other business systems.
• Advisory and Strategy: Manage the implementation of the Customer Success operations roadmap as we evolve our customer health, user adoption, C360 and voice of the customer capabilities. Ensure prioritization of roadmap items is defined for both the CS Operations team and the CS team.
• Team Management: Oversee a team of Customer Success Operations Specialists, including Renewals Specialists and Gainsight Administrators. Coach and mentor the team for personal and professional growth, and ensure that the team’s goals and objectives are achieved.

Required Education and Experience

• Bachelor’s Degree or higher.
• 5+ years relevant experience in Customer Success Operations.
• 3+ years managing/leading a team.
• Experience working in a SaaS or high-tech company is a pl