Customer Success Operations Manager

The Senior CS Operations Manager is responsible for driving the operational efficiency and effectiveness of our CS organization. This role will be responsible for developing, implementing, and optimizing processes, tools, and metrics to enhance customer satisfaction, retention, and growth.

The role will act as a strategic partner to CS leadership, ensuring that the team has the necessary resources and partner with the organization to deliver against key initiatives and programs using project management methodologies.

Must Haves:
• Bachelor's degree in Business, Operations Management, or a related field
• 3+ years experience in CS Operations or a similar role in a B2B SaaS company
• Proven track record of managing and optimizing CS processes and tools
• Demonstrated ability to drive strategic initiatives and programs
• Proficiency with CS tools and technologies (e.g. Gainsight). Admin experience or desire to develop experience
• Experience in data analysis and reporting, with proficiency in CRM systems (e.g. Salesforce) and data visualization tools (e.g. Tableau)

Responsibilities:

1. Operational Excellence
   • Develop and standardize CS processes to ensure consistency and scalability
   • Identify and implement process improvements to enhance team efficiency and customer satisfaction, retention, and growth
   • Create and maintain documentation across CSOps and contribute to broader initiatives

2. Strategic Initiatives
   • Lead strategic initiatives and programs using project management methodologies to improve customer retention, satisfaction, and overall success
   • Partner with Analytics to develop and track KPIs to measure the effectiveness of customer success efforts
   • Report on performance metrics to leadership and provide recommendations for improvement

3. Data Management and Analysis
   • Partner with Analytics to manage and analyze customer data to provide actionable insights and support decision-making
   • Develop and maintain dashboards and reports to monitor key performance metrics

4. Tool and System Management
   • Support the selection, implementation, and management of CS tools (e.g. Gainsight) and technologies
   • Ensure seamless integration of tools with other systems (e.g. Salesforce, support systems)
   • Support Staff CSOps Manager on delivery of Gainsight roadmap and milestone management
   • Support successful delivery of CSOps workflow via project management software (e.g. Asana)

5. Cross-Functional Collaboration
   • Partner with Sales, Product, Marketing, and RevOps to ensure alignment on CS initiatives
   • Facilitate communication and coordination between teams to address business needs and challenges

6. Case Management
   • Triage, manage and complete cases in GTM case workflow
   • Provide guidance and oversight to CSOps Analyst

7. Training and Support
   • Partner with Enablement on training and support to the CS team on tools, processes, and best practices
   • Support execution of the Enablement calendar

Rate: 55-70/hr on W2 - NO 1099