Senior Customer Success Operations Manager

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

📋 Description

• Oversee the planning, decision support, and program implementation for the Customer Success department.

• Develop business cases, prioritize impactful initiatives, and present executive narratives and recommendations.

• Collaborate with RevOps leadership, Customer Success, and Finance during annual planning cycles.

• Enhance the Customer Success strategy in line with the company's growth objectives.

• Convert company and go-to-market priorities into scalable post-sale processes.

• Lead annual planning, segmentation strategy, and capacity modeling efforts.

• Create customer segmentation based on FTE count and ARR.

• Design comprehensive customer lifecycle journeys from onboarding through renewal and expansion.

• Improve digital, pooled, and high-touch engagement models.

• Establish ownership and strategies for renewal and expansion in collaboration with Sales and Customer Success.

• Identify indicators of churn and growth and implement proactive programs.

• Support efforts to boost product adoption and measurable customer outcomes.

• Define and implement KPIs related to retention, expansion, product adoption, and customer health.

• Generate executive-ready insights and narratives for leadership, Quarterly Business Reviews, and Board presentations.

• Facilitate cross-functional alignment among Sales, Marketing, Product, Support, and Global Services.

• Assist in product launches, pricing adjustments, and expansion strategies.

• Ensure alignment of pre-sales commitments with post-sales execution.

• Spearhead cross-functional initiatives aimed at enhancing customer outcomes and operational efficiency.

• Propose scalable solutions to address process gaps.

• Promote the adoption of new programs, frameworks, and tools.

• Discover opportunities to utilize AI and automation to enhance CSM productivity and efficiency.

⛳️ Requirements

• A minimum of 8 years of experience in Customer Success operations, revenue operations, strategy, or a similar analytical role within a B2B SaaS environment.

• Proven track record of ownership in segmentation, coverage, or capacity planning that influenced post-sale organizational resource allocation.

• Strong quantitative abilities and proficiency in retention, expansion, and adoption metrics.

• Capability to formulate defensible business cases based on retention, expansion, and adoption metrics.

• Experience in presenting recommendations to senior leadership and translating analysis into concise executive narratives.

• Practical experience with Customer Success and CRM platforms like Salesforce and Gainsight, including relevant reporting.

• Demonstrated capacity to influence stakeholders without formal authority across Sales, Marketing, Product, Support, and Professional Services.

🏝️ Benefits

• A variety of benefits and perks that cater to the whole individual; availability may vary by location.

• Eligibility for an incentive plan in addition to the base salary.

• Reasonable accommodations available for individuals with disabilities.

• Commitment to equal opportunity employment.