Customer Success Operations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Optimize and standardize workflows and processes to improve customer satisfaction and enhance operational productivity.

• Provide internal teams with the necessary tools, visibility, systems, and processes to ensure customer success.

• Deliver training and support to encourage consistent tool usage and best practices, thereby boosting team efficiency.

• Monitor key performance indicators (KPIs), analyze data for trend identification, and communicate insights regarding opportunities and risks.

• Collaborate across departments to effectively address and resolve operational challenges.

⛳️ Requirements

• Over 5 years of experience in Customer Operations supporting a Customer Success team within a SaaS organization.

• Proficient in the Salesforce Suite (CRM, Customer 360, Service Cloud, Communities).

• Advanced analytical abilities and proficiency in tools such as Google Sheets, Excel, Sigma, Databricks, and Tableau, capable of interpreting data and providing actionable insights.

• Extensive knowledge of Customer Success tools like Gainsight.

• Familiarity with additional Customer Success tools, including Gong, Pendo, TaskRay, Smartsheet, and Asana.

• Experienced in designing scalable processes that can evolve with the organization.

• Practical experience in creating AI-driven workflows (e.g., Glean agents, Claude skills) to automate processes and enhance team productivity.

• Proven track record of developing and executing strategies that improve the efficiency and effectiveness of Customer Success teams.

• Experience in constructing and maintaining customer health score models that promote proactive measures across Customer Success teams.

• Strong skills in program management, project management, and organization, with a demonstrated ability to manage multiple priorities efficiently.

• Excellent communication and interpersonal skills, capable of influencing and collaborating effectively across various teams.

• Strong problem-solving skills with a proactive, solutions-focused mindset for overcoming challenges.

• Detail-oriented, self-driven, and a committed team player with a strong work ethic.

🏝️ Benefits

• Actual compensation will be determined based on various non-discriminatory factors, including skills, experience, qualifications, and geographic location.

• Alongside the base salary, this role may offer additional bonus or incentive compensation, equity, and a comprehensive benefits package.