Customer Success Operations Manager

Who we seek: 

We’re looking for a strategic and hands-on Customer Success Ops Manager to join our Global Business Operations team. This role is pivotal in driving operational excellence, improving processes, and enabling our Customer Success organization to achieve its goals. You will be responsible for managing customer churn and upsell forecasting, reporting on key performance indicators, administering CSM team tools, and owning processes that ultimately boost customer net dollar retention (NDR). Well qualified candidates will have prior experience in customer success operations and managing CSM softwares. Prior experience with enterprise software customer success organizations is a must.

You’re a self-starter with a passion for problem-solving and data-driven decision-making. You’re comfortable navigating between high-level strategy and tactical execution, collaborating with stakeholders across customer success, product, sales, finance, and more. You can effectively communicate both verbally and in writing to a variety of audiences.

What you’ll do: 

• Serve as cross-functional liaison between finance, sales, and customer success to strategize and align on goals and metrics
• Establish reporting and regularly monitor key metrics such as net dollar retention (NDR), downsell & churn ARR, upsell ARR, renewal rates, customer health, and more
• Lead churn and upsell forecasting along with leadership
• Work with Customer Success Directors to improve processes around renewal management, upsell sales process, risk tracking, account escalation, and more
• Implement new processes, programs, and/or tools that can boost team productivity 
• Administer and drive adoption for Customer Success Management software 
• Lead calls that establish a regular cadence for the team to be reviewing and actioning key items

What you’ll bring: 

• 5+ years of experience in operations with enterprise software services group or management consulting
• “Self-starter” mentality with experience in fast-paced environments
• Strong analytical ability with experience building reports and dashboards
• Passion for problem-solving and process improvement
• Proficiency Google Suite and Salesforce 
• Experience with various customer-focused technologies (e.g., Staircase, Catalyst, Gainsight, Planhat, etc.)
• Attention to details
• Excellent verbal and written communication skills
• Strong organization skills with the ability to manage multiple ongoing projects for various stakeholders
• English fluency (written and spoken)

Our Values:

We look for people who embody our values - Care, Do, Try & Shine.

• Care - We care about our customers and each other
• Do - We do what it takes to make a positive impact
• Try - We try our best and we don’t give up
• Shine - We shine and make it our mission always to stand out

The annual base salary range is $105,000 – $115,000. Actual salaries will vary and are based on a candidate’s qualifications, skills, and competencies. Salary is just one component of our Compensation Philosophy. Variable/Bonus Compensation & Equity Incentives align with individual and company performance.

BigBenefits: 

💻 Work from home with a global remote-first community

🏆 Global Culture Corner

🏝️ Flexible PTO and Quarterly Volunteer Days

💸  Equity Participation

🏥 100% employer-covered medical, dental, and vision options available to you

🐶 Additional insurance benefits like pet insurance and legal assistance 

📚 Learning & Development Opportunities 

💰 Fidelity Employer Sponsored 401K 

🍼 Paid Parental Leave

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