Customer Operations Manager

September 29

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Digital Experience • DXP • Content Management • Merchandising • Search

501 - 1000

💰 $30M Debt Financing on 2022-10

Description

• Build the Customer Operations Roadmap: • Design and implement a comprehensive Customer Operations roadmap, outlining priorities, processes, and success metrics • Collaborate with Customer Success and operational leadership to align the roadmap with business objectives and customer needs • Set short-term and long-term goals for operational efficiency, customer engagement, and overall satisfaction • Own the Customer Success Platform Roll-Out: • Lead the configuration and rollout of the Customer Success Platform, ensuring it integrates seamlessly with existing tools and workflows • Ensure the platform supports broader Customer Success and operational goals, such as retention, growth, scalability and improved reporting • Work closely with cross-functional teams to ensure successful adoption and training on the platform across the organization • Develop and Implement Customer Health Scoring: • Create a customer health scoring system that captures key indicators of customer engagement, satisfaction, and risk • Work closely with Customer Success and Product teams to continuously refine health scores and drive proactive strategies for retention and growth • Use health scores to guide internal decision-making and prioritize customer outreach efforts via playbooks • Continuous Improvement and Cross-functional Collaboration: • Build strong relationships with Customer Success, Account Management and Product teams to align Customer Operations efforts with broader company goals • Identify operational bottlenecks and continuously improve processes to enhance the customer journey and overall satisfaction

Requirements

• 7-10 years of experience in SaaS or a comparable environment • Proven experience in building Customer Operations or Customer Success teams • Experience with Customer Success platforms (e.g., Gainsight, ChurnZero, Planhat) • Experience developing customer health scoring system • Familiarity with reporting and data visualization tools (e.g., Tableau, Looker) • Excellent cross-functional collaboration skills • Strong analytical skills, with a focus on data-driven decision-making • Entrepreneurial mindset, with a high level of energy, dedication, and an unrelenting drive to succeed and win • Excellent communication and interpersonal skills • Bachelor’s degree in business, operations, or a related field. Master’s degree is a plus

Benefits

• Health care including medical, dental, and vision insurance • 401k plan with employer contribution