Operations Manager, Customer Success
The Customer Success, Operations Manager is responsible for orchestrating the operating rhythm to enable the Customer Success team to scale effectively.
You will coordinate Operations activities across the Customer Success team and work closely with internal partners to deliver on department needs This includes developing processes, deploying technology needs, monitoring department metrics, and tracking internal and external meetings.
Responsibilities
- Partner with Enablement, Programs, Engineering, Product, Marketing, Revenue Operations, Sales, BI and Support teams to represent the needs of the Success team including intake, handoffs, and prioritization
- Create and track KPIs to measure performance at the individual, team, region level, as well as overall impact on enablement and adoption
- Own go to market and readiness functions for the CSM team to ensure product releases and updates are communicated effectively to the field
- Partner with technical teams in Support and Engineering to represent the Customer Experience to drive enhancement requests that influence account level enhancements and the overall product roadmap
- Monitor account engagement, staffing ratios, renewals to update forecasting models
- Coordinate ongoing training delivery for the CSM team to ensure best practices and technical product knowledge translate to value for our Customers
- Manage operating rhythm for internal and external meetings including quarterly EBRs and account check-ins
- Manage tool and system needs for the Customer Success team including business requirements, vendor demos, implementation, and ongoing maintenance
- This role is an individual contributor and reports to the Sr. Director of Success Operations
Requirements
- 5+ years of experience in Customer Success in a SaaS environment
- 2+ years of experience in Operations, Program Management, or Field Enablement roles
- BA/BS degree or equivalent professional experience required
- Experience developing processes, programs, and operating rhythms
- Highly organized self-starter with the ability to work independently at all levels of the org
- Experience managing forecasts and metrics for a Success or Sales organization
- Experience with CRM, Project Management, and Success tools such as Catalyst, Salesforce, Smartsheet, and Zendesk
- Intermediate skills in data analysis tools such as Tableau, Excel, Google Sheets
Why You’ll Love It Here
• Generous medical, dental, and vision coverage for full-time employees and their dependents
• Flexible time off
• 401k to help you save for the future
• Company-organized and personal paid volunteer days to support the community that supports us
• Fun company and team outings (or virtual events these days!) because we play just as hard as we work
• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Womxn's Network)
• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents
• Employee referral bonuses to encourage the addition of great new people to the team
• Plus, unlimited snacks and beverages in our kitchen (once we're back in the office, that is!)
• We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status
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