Senior Manager, Customer Success Strategy, Operations

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

📋 Description

• Design and execute AMER-wide strategic initiatives aimed at enhancing post-sales productivity, improving forecast accuracy, and increasing pipeline visibility.

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

• Identify opportunities for optimization and introduce innovative tools, technologies, and methodologies.

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

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

• Create, implement, and refine complex post-sales processes, tools, and systems.

• Provide diagnostic insights to Customer Success Business Partners and Renewal Managers.

• Ensure the accuracy and integrity of CRM and related operational data.

• Oversee AMER operational rhythm and manage pipeline performance.

• Monitor and analyze renewal conversion rates, health scores, and other key post-sales pipeline metrics.

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

• Identify systemic risks and implement mitigation workflows.

• Work in partnership with Sales, Product, GTM Analytics, GTM Tech, and Enablement teams.

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

⛳️ Requirements

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

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

• Demonstrated experience in designing and developing scalable processes.

• Proficiency in utilizing data to diagnose the root causes of business challenges.

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

• Advanced skills 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 systems like Salesforce and Gainsight.

• Understanding of predictive analytics and contemporary AI concepts.

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

• Project management and team leadership experience are highly desirable.

🏝️ Benefits

• An inclusive culture that emphasizes diversity, equity, inclusion, and belonging.

• Reasonable accommodations provided for individuals with disabilities.

• Fair benefits and all privileges associated with employment.