Customer Success Operations Manager

October 9

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Description

• The Customer Success Operations Manager will play a critical role in optimizing the efficiency, effectiveness, and scalability of the Customer Value organization. • This individual will be responsible for designing and implementing processes, systems, and tools that improve customer outcomes and team performance, ensuring that value is delivered at every stage of the customer lifecycle. • You will work closely with the Customer Value leadership team to ensure that the organization has the right data, playbooks, workflows, and metrics in place to deliver a seamless customer experience and drive retention and growth. • In this role, you will focus on optimizing the operational efficiency of the Customer Value team. • This involves gathering requirements, developing and mapping processes that enable smooth management of the customer lifecycle, from initial onboarding to renewals and expansions. • You'll work to identify opportunities for automation that reduce the team's manual workload, allowing them to focus on high-impact activities that directly contribute to customer satisfaction and retention. • You will be responsible for creating and maintaining dashboards and reporting tools that provide valuable insights into key performance metrics such as churn, customer health, and Net Promoter Scores. • These reports are shared across the leadership team and customer-facing teams to provide actionable data that informs both day-to-day decisions and long-term strategic planning. • As the owner of the Customer Value tech stack, you will oversee the management and integration of key platforms such as the customer success/value tooling. • You will also work closely with leaders to define and refine the stages of the customer journey, building out detailed workflows and playbooks that serve as the operational backbone for customer-facing teams. • In collaboration with the Training, Operations, Enablement and Customer Value team, you will ensure that playbooks and operational resources are continuously updated and integrated into onboarding and training programs. • By identifying skills gaps and optimizing the tools used by the team, you’ll contribute to improving overall team performance and operational consistency. • Another critical aspect of your role will be building an effective customer feedback loop. • You’ll implement systems that capture customer feedback and channel it into relevant internal departments, to ensure that customer needs and suggestions are acted upon and embedded in the customer journey going forward. • Working closely with the Product team, you'll use this feedback to drive feature adoption and improve overall customer satisfaction, ensuring that every interaction is an opportunity to add value.

Requirements

• Experience in Customer Success / Value Operations or a similar operational role in Revenue-, Sales-, Marketing- Operations or a related field. • Proven track record of designing and implementing operational processes that improve team efficiency and customer outcomes. • Strong understanding of Customer Value, customer lifecycle, and SaaS or Tech enabled business models. • Hands-on experience with CRM systems (Salesforce) and Customer Success platforms. • Advanced data analysis and reporting skills, with a focus on customer health, retention, and churn metrics. • Experience managing and optimizing a Customer Value tech stack. • Ability to work cross-functionally and influence. • Excellent project management and organizational skills, with a focus on process improvement and scalability.