Senior Manager, Customer Success Strategy – Operations

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

📋 Description

• Design and implement initiatives across the AMER region to enhance post-sales productivity, forecast precision, and pipeline transparency.

• Collaborate with AMER post-sales leadership to scale operations and meet churn and expansion objectives.

• Recognize optimization opportunities and introduce innovative tools, technologies, and methodologies.

• Lead intricate cross-functional projects that align global strategy with local AMER execution.

• Develop and manage intelligent early-warning and action systems for the post-sales organization.

• Supervise complex post-sales processes, tools, and systems.

• Provide diagnostic insights into the workflows of Customer Success Business Partners and Renewal Managers.

• Ensure data accuracy and integrity within CRM and related systems.

• Own the operational rhythm and pipeline performance management for AMER.

• Track and analyze renewal conversion rates, health scores, and additional post-sales pipeline metrics.

• Propel regional post-sales forecasting using predictive analytics and pipeline data.

• Identify systemic risks and implement mitigation workflows.

• Engage with Sales, Product, GTM Analytics, GTM Tech, and Enablement teams.

• Supply actionable insights and data-driven recommendations to executive leadership.

⛳️ Requirements

• 8+ years of progressive experience in Revenue/Business Operations, Customer Success Operations, or highly analytical strategic roles.

• Experience in a dynamic, high-growth B2B SaaS company is strongly preferred.

• Demonstrated experience in designing and constructing scalable processes.

• Proficient use of data to identify root causes of business challenges.

• Exceptional capability to act as a trusted advisor to VP and SVP-level leadership.

• Advanced expertise in post-sales forecasting, pipeline management, customer health scoring, and go-to-market modeling, including capacity and territory planning.

• Familiarity with enterprise automation platforms and CRM/CS platforms like Salesforce and Gainsight.

• Understanding of predictive analytics and contemporary AI concepts.

• Ability to manage multiple concurrent complex work streams within a global matrix organization under tight deadlines.

• Project management and team leadership experience are highly desirable.

• Must possess GRIT: Guts, Reliability, Improvement, Teamwork.

🏝️ Benefits

• Inclusive culture centered on diversity, equity, inclusion, and belonging.

• Reasonable accommodations for individuals with disabilities.

• Equitable benefits and all privileges of employment.