Customer Success Operations Manager

As the Customer Success Operations Manager, you will drive customer success by leading cross-functional collaboration efforts, managing the tech stack, and developing efficient processes to deliver exceptional customer-centric solutions and service. Additionally, you will develop comprehensive customer engagement strategies to foster product onboarding, adoption, and retention while focusing on continuous improvement and strategic leadership.

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Responsibilities:

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• Lead Program Development: Design, build, and operationalize the Customer Success Operations program from the ground up. Define the vision, set goals, and ensure alignment with broader company objectives.
• Cross-Functional Collaboration: Work closely with teams within Customer Success and collaborate with departments such as Solutions Architects, Engineering, Sales and Product Management to deliver seamless, customer-centric solutions.
• Manage Technology Stack: Oversee the selection, implementation, and management of the Customer Success technology stack, ensuring it meets team needs, performs optimally, and integrates smoothly with existing workflows.
• Process Design and Implementation: Develop and implement processes to improve efficiency and effectiveness within the Customer Success division. Lead the rollout of new workflows, train teams, monitor adoption, and iterate based on feedback.
• Drive Customer Engagement: Develop strategies for product onboarding, adoption, and retention, focusing on educating customers, overcoming barriers, and enhancing satisfaction and loyalty.
• Monitor and Improve Performance: Track key performance indicators (KPIs) such as customer satisfaction, churn rate, and customer lifetime value. Use these insights to continuously refine strategies and processes.
• Strategic Leadership: Collaborate with the Senior Director of Customer Success to execute strategic initiatives. Provide data-driven insights and stay updated on industry trends to recommend improvements and maintain a competitive edge.
• Change Management: Lead and manage change initiatives within the Customer Success division to ensure smooth transitions while implementing new processes, tools, or strategies.

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Work Conditions:

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• Fast-Paced Environment: This position operates in a dynamic, fast-paced environment within a global 24/7 support team, requiring the ability to manage multiple tasks and priorities simultaneously.
• Flexibility: Requires flexibility to collaborate across different time zones, ensuring effective communication and coordination with global teams.
• Work Location: Depending on your location, this role may offer an on-site office environment, a hybrid model, or fully remote work options. Specific arrangements will be discussed during the hiring process.
• Travel Requirements: Limited travel is required, with up to 10% of the time (~25 days/year) potentially involving domestic or international travel for team meetings and industry events.
• Availability: You may occasionally need to be available outside of standard working hours to address urgent issues or participate in global team meetings.
• Growth OpportunitiesThis role offers significant growth potential within the company as we continue to expand and mature. As the company scales, you'll have the opportunity to take on increased responsibilities, lead cross-functional projects, and potentially advance into leadership roles within the Customer Success organization.

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Experience:

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• Customer Success Expertise: Minimum of 2 years in Customer Success, with proven experience in building and scaling operations, developing efficient workflows, and implementing one-to-many (tech-touch) strategies. Strong understanding of customer journey mapping and best practices in a dynamic environment.
• Bachelor's Degree: In a relevant field such as Business Administration, Customer Relationship Management, or a related area.
• Technical Expertise: Strong proficiency in selecting, implementing, and managing the Customer Success tech stack, including tools like Pendo, Zendesk, or other CRM and customer engagement platforms. Skilled at identifying the right tools to enhance efficiency and drive customer success and successfully integrating them into overall operations.
• Process Improvement: Experience in designing and leading the implementation of new processes, with a focus on operationalizing them within a team or organization.
• Data-Driven Decision-Making: Proficient in using advanced data analytics platforms to create dashboards and leverage KPIs for executive reporting, strategic decision-making, and continuous improvement.
• Training and Development: Experience in developing and delivering training programs to ensure team members are well-versed in new processes, tools, or customer success strategies.
• Communication and Presentation Skills: Strong written and verbal communication skills, with the ability to clearly convey complex issues to a range of audiences, from team members to senior leadership, through well-crafted presentations and discussions.

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Nice to Have:

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• Change Management: Experience in managing organizational change and fostering a culture of continuous improvement.
• Cloud Infrastructure Experience: Prior experience working in a cloud infrastructure company, with a solid understanding of the unique challenges and goals of a customer success program in this environment.
• Experience in High-Growth Environments: Experience working in rapidly scaling companies or startups, where agility and adaptability are critical for success.

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Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $105,000-$135,000. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience.

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