Customer Success Operations Manager

3 weeks ago


New York, United States Contentsquare Full time

About the Opportunity:


The mission of the Customer Success Operations team is to align customer success strategy to its execution. This person will serve as a business partner and direct theater support for Mid-Market Customer Success to drive critical business insights and fundamentally improve process execution. As an entrepreneurial, organized and analytical problem-solver, this person will be responsible for optimizing business forecasting, region-wide Customer Success meetings, strategic program roll-outs, and change management.

What You'll Do:

  • Support the VP of Customer Success, Mid-Market by owning day-to-day processes
  • Own quarterly forecasting for the Mid-Market portfolio, partnering with Business Insights, Sales, Finance, and Sales Operations for accurate reporting
  • Drive and support content and Q&A coordination for regional QBRs and All-Hands
  • Monitor execution of the commission plans, including commission questions and exception request approvals with leadership
  • Regularly track KPIs against organizational business goals
  • Own quarterly Churn and Downsell analysis for Mid-Market, with trend summaries, strategies, and deliverables for churn prevention strategy
  • Collaborate with the BI team to provide accurate and on-point business data and analysis to support leaders in their decision-making and team management
  • Oversee and drive strategic program rollouts in Mid-Market through a designed framework for scale
  • Help monitor documentation for Customer Success systems and processes
  • Coordinate cross-functional processes that help drive renewal and upsell targets

What You'll Need to Succeed:

  • 3+ years in Customer Success
  • Experience working with Commercial or Mid-Market customers at scale
  • Excellence in data management and systems usage
  • Team player attitude and a global mindset
  • Dedicated and relentless project leadership and execution
  • Excel/Google Sheet experience and an aptitude for learning new systems
  • Strong collaborative skills and the ability to influence peers and managementIndependently capable of seeking information, solving conceptual problems, corralling resources and delivering results in complicated situations
  • Comfortable analyzing data and presenting to leadership in a thoughtful and concise manner
  • Takes a high degree of ownership over their work 
  • To be data-driven, curious, and deeply passionate about Customer Success
  • Lead with creative problem-solving, and leverage data to drive influence and strategy while thinking of systems holistically
  • Have a customer-centric mindset and understand the end goal is to retain and grow our customer base 
  • Able to drive change management and develop methods to measure and systemize KPIs
  • This is a demanding role that requires strong priority management and interpersonal skills

#LI-Remote #BI-Remote


For Colorado-based roles: Minimum annual base salary of $105,000. You may also be offered incentive compensation, bonus, equity, and benefits. More details about our company benefits can be found below.



  • New York, United States Dashlane Full time

    **About Dashlane** Dashlane's mission is to make security simple for millions of organizations and their people. We empower businesses of every size to protect company and employee data while helping everyone easily log in to the accounts they need—anytime, anywhere. Over 17 million users and 20,000 businesses in 180 countries use Dashlane for a faster,...


  • New York, New York, United States Contentsquare Full time

    About the Opportunity:The mission of the Customer Success Operations team is to align customer success strategy to its execution. This person will serve as a business partner and direct theater support for Mid-Market Customer Success to drive critical business insights and fundamentally improve process execution. As an entrepreneurial, organized and...


  • New York, United States Artemis Talent Group Ltd Full time

    Customer Success Manager Location: New York Salary: Up to $170,000 depending on experience Skills : Customer Success, Customer Retention, Relationship Management, Account Management, Up-Selling, Cross-Selling, Compliance, Regulatory Reporting, Trade Surveillance, Market Surveillance, Communication Surveillance Artemis Talent have partnered with a Regulatory...


  • New York, United States FORTE Full time

    Job DescriptionJob DescriptionAs a Customer Success Manager, you will lead the effort in promoting our end-to-end platform solutions, with a focus on ensuring successful adoption and value realization for all of our customers. You enjoy the challenge of cross-team collaboration and will work alongside our Go-to-Market and Product teams to unify the customer...


  • New York, United States Brightflag Full time

    The Opportunity Brightflag is the fastest growing company in the legal tech space and the #1 rated enterprise legal management product on G2. We’re bringing a trailblazing product, which is truly differentiated, to a fast growing market. And we are continuing to invest heavily in product and customer success. This means that our customer success teams...


  • New York, United States Brightflag Full time

    The Opportunity Brightflag is the fastest growing company in the legal tech space and the #1 rated enterprise legal management product on G2. We're bringing a trailblazing product, which is truly differentiated, to a fast growing market. And we are continuing to invest heavily in product and customer success. This means that our customer success teams...


  • New York, United States Integral Ad Science Full time

    We're looking to hire a passionate and motivated Customer Success Manager to lead satisfaction, retention, adoption, operations and revenue efforts across Integral Ad Science's partners. You will drive our approach to account success. You will be at the heart of our customer operations and a crucial part of our Customer Success team. **What You'll Do**: -...


  • New York, United States Perchwell Full time

    Location - New York Office Type - Full time Department - Customer Success Compensation $95K - $130K - Offers Equity **Who We Are** Perchwell is the premier workflow software and data platform for real estate professionals and consumers. Based on the industry’s foundational data, Perchwell builds a modern software suite to empower real estate...


  • New York, United States 94TECH Full time

    **Key Responsibilities**: **Strategic Scaling**: Oversee onboarding and renewal processes (including business reviews) for SMB to Mid-Market clients, enhancing time to value through scalable methods such as digital content and automated tools. This role includes producing and delivering web-based and in-person training sessions. **Engagement Optimization**:...


  • New York, United States 94TECH Full time

    **Key Responsibilities**: **Strategic Scaling**: Oversee onboarding and renewal processes (including business reviews) for SMB to Mid-Market clients, enhancing time to value through scalable methods such as digital content and automated tools. This role includes producing and delivering web-based and in-person training sessions. **Engagement Optimization**:...


  • New York, United States PermitFlow Full time

    Job DescriptionJob Description🚀 About PermitFlowPermitFlow’s mission is to streamline and simplify construction permitting in the $1.6 trillion United States construction market. Our software reduces time to permit, supporting permitting end-to-end including permit research, application preparation, submission, and monitoring.We’ve raised $5.5m+ led...


  • New York, United States Dreamdata Full time

    About DreamdataDreamdata is the industry leader in B2B marketing attribution, optimization and automation. Founded by ex-Trustpilot (TRST:LSE) product and engineering leaders starting in 2019 after building the platform internally, Dreamdata is now taking on the complex world of B2B marketing by storm by helping marketing leaders optimize and connect their...


  • New York, United States Dreamdata Full time

    About Dreamdata Dreamdata is the industry leader in B2B marketing attribution, optimization and automation. Founded by ex-Trustpilot (TRST:LSE) product and engineering leaders starting in 2019 after building the platform internally, Dreamdata is now taking on the complex world of B2B marketing by storm by helping marketing leaders optimize and connect their...


  • New York, United States Dreamdata Full time

    Job DescriptionJob DescriptionAbout DreamdataDreamdata is the industry leader in B2B marketing attribution, optimization and automation. Founded by ex-Trustpilot (TRST:LSE) product and engineering leaders starting in 2019 after building the platform internally, Dreamdata is now taking on the complex world of B2B marketing by storm by helping marketing...


  • New York, United States Pugpig Full time

    Reporting to Head of Customer Success **About the Role** Are you a customer-obsessed individual looking for your next exciting role in a scaling company? Would you like to work with some of the world's leading media brands as their trusted advisor on all things digital publishing? As a Customer Success Manager at Pugpig, you’ll work with customers...


  • New York, United States Factored Quality Full time

    About Factored Quality: At Factored Quality, we're building one of the last missing pieces of modern commerce infrastructure: a platform for consumer brands to manage their quality control inspections. Factored Quality was started by a team of software engineers, data scientists, and supply chain managers - all focused on one goal: enable entrepreneurs to...


  • New York, New York, United States Comcast Advertising Full time

    FreeWheel, a Comcast company, provides comprehensive ad platforms for publishers, advertisers, and media buyers. Powered by premium video content, robust data, and advanced technology, we're making it easier for buyers and sellers to transact across all screens, data types, and sales channels. As a global company, we have offices in nine countries and can...


  • New York, New York, United States Factored Quality Full time

    About Factored Quality:At Factored Quality, we're building one of the last missing pieces of modern commerce infrastructure: a platform for consumer brands to manage their quality control inspections.Factored Quality was started by a team of software engineers, data scientists, and supply chain managers - all focused on one goal: enable entrepreneurs to...


  • New York, United States Regal.io Full time

    ABOUT US: Regal.io empowers businesses to add a human touch at key moments in their online experiences in order to win customers over and drive more sales. Our branded, event-driven calls and texts skyrocket answer rates by treating customers like royalty, and drive 25%+ more revenue. Growing revenue is the top priority for every C-level executive....


  • New York, United States Regal Entertainment Full time

    ABOUT US: Regal.io empowers businesses to add a human touch at key moments in their online experiences in order to win customers over and drive more sales. Our branded, event-driven calls and texts skyrocket answer rates by treating customers like royalty, and drive 25%+ more revenue. Growing revenue is the top priority for every C-level executive....