Customer Success Operations Manager

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

📋 Description

• Develop and uphold customer success playbooks, standard operating procedures, templates, and best practices, encompassing internal processes, utilization initiatives, upsell opportunities, and renewal strategies.

• Establish scalable processes and tools to facilitate implementation, customer health assessments, business reviews, renewals, and expansions.

• Design and oversee quarterly goal cycles, scorecards, and customer success incentive structures.

• Manage opportunity hygiene and tracking within Salesforce to enable customer success teams to effectively prioritize and deliver value across their accounts.

• Create onboarding and training programs for Customer Success and Implementation teams.

• Sustain a centralized knowledge repository to ensure product, engagement, and process information is consistent and current.

• Collaborate across functions to implement product and process modifications within customer-facing teams.

• Spot opportunities to automate manual processes and enhance team efficiency.

• Develop resources that assist teams in identifying opportunities, dependencies, and next best actions more swiftly.

• Evaluate the effectiveness of customer success processes and programs, continuously refining them based on team and customer requirements.

⛳️ Requirements

• A minimum of 4 years of experience in Customer Success Operations, Revenue Operations, or a comparable operations-focused role supporting a customer-facing organization is required.

• Proficient hands-on experience with Salesforce, including managing opportunity tracking, pipeline hygiene, reporting, workflows, and data integrity.

• Experience in designing and operationalizing bonus, incentive, or variable compensation structures for customer-facing teams.

• A solid understanding of the customer lifecycle, including implementation, adoption, account health, renewals, expansions, and escalations.

• Proven experience in building and implementing scalable customer success processes, operating workflows, playbooks, and systems.

• Strong analytical abilities with a background in utilizing data and reporting to identify gaps, prioritize tasks, and enhance team performance.

• A strong sense of urgency and ownership, with a proven track record of independently driving projects from conception through to implementation and completion.

• Exceptional project management and cross-functional communication skills, capable of managing multiple priorities and driving work forward across Customer Success, Implementation, Operations, Product, Sales, and Marketing.

🏝️ Benefits

• Equity incentive plan

• Competitive benefits plans