Customer Success Operations Manager

2 weeks ago


Ellicott City, United States Kuraray America , Inc. Full time

The Opportunity: As a growing cybersecurity company, we are focused on delivering cutting-edge solutions to managed service providers. Our agile team is in the early stages of building a world-class Customer Success department. We are looking for a Customer Success Operations Manager who can help us build the infrastructure from the ground up, focusing on data-driven technologies and innovation to improve customer engagement and team performance.

The Customer Success Operations Manager will report to the Sr. Director of Customer Success and work closely with peers in Support, Account Management, and Revenue Operations. This role is for a strategic thinker and builder, responsible for supporting our Customer Success teams by developing technologies, processes, and analytics that improve workflows and deliver customer insights.

What you’ll do: Implement and manage software like ChurnZero or Planhat (CSP), including data flows and integrations to other platforms like Salesforce via API.

Optimize billing, overage, and cancellation processes.

Drive effective forecasting by reporting key metrics such as risk (health score), churn, and team performance.

Perform data analysis and reporting, including renewals forecasting and upsell analysis.

Create and manage dashboards for real-time data visualization and tracking.

Develop systems for tracking leading indicators of renewals and upsell.

Manage our Scaled Customer Success Program.

Enable Customer Success strategy through segmentation, customer lifecycle mapping, and engagement models.

Design and manage CS playbooks and customer onboarding metrics.

Standardize and scale key CS processes and paths to escalation.

Coordinate cross-functional processes with Sales, Product, and Services.

Operate within Agile process methodology frameworks.

Manage CSAT and NPS survey processes to gather and analyze customer feedback.

Develop materials and data to make the CS team more efficient.

Tier existing customers, assign them to CSMs, and forecast hiring needs.

What You’ll Bring: BS/BA degree or equivalent experience.

Experience with Customer Success management, operations, and enablement.

Experience in managing a Scaled Customer Success program.

Proven ability to lead complex projects related to operational system implementation (e.g., Salesforce.com, ChurnZero, Planhat, etc.)

Adaptable and open to evolving role responsibilities, as this is a new and growing function.

Strong analytical, problem-solving, and project management skills.

Excellent verbal and written communication skills.

Ability to work independently and remotely, with the potential to grow into larger roles.

Detail-driven and results-oriented.

#J-18808-Ljbffr



  • Ellicott City, United States Kuraray America , Inc. Full time

    The Opportunity: We are a rapidly growing cybersecurity company committed to delivering innovative solutions to Managed Service Providers (MSPs). Our agile team is in the foundational stages of building a top-tier Customer Success department. We are seeking Customer Success Managers who are adaptable, security-minded, and experienced in working closely with...


  • Oklahoma City, United States Mimecast Full time

    Mimecast Customer Excellence Operations is looking for a Senior Manager of Customer Success Operations focused on overseeing and optimizing the operational aspects of customer success initiatives and software subscription renewals to drive customer satisfaction, retention, and revenue growth. The role is responsible for executing customer success strategies,...


  • Jersey City, United States Neptune Retail Solutions Full time

    Job DescriptionJob DescriptionSalary: Headquartered in Jersey City, NJ, Neptune Retail Solutions is the nation’s premier retail marketing services company. We are experts at influencing buying behaviors through disruptive, innovative, and results-oriented solutions, including in-store, home-delivered, and digital media tactics. Our powerful advertising and...


  • Illinois City, United States Intuit Full time

    Overview Mailchimp is a leading marketing platform for small businesses. We empower millions of customers worldwide to build their brands and grow their companies with a suite of marketing automation, multichannel campaigns, CRM, and analytics tools. Our Customer organization's Customer Success team focuses on engaging, growing, and retaining our customers...


  • Kansas City, United States Braintrust Tutors Full time

    Job DescriptionJob DescriptionSalary: Customer Success Manager:Are you ready to embark on an exciting journey with Braintrust Tutors, the most dynamic and fastest-growing high impact tutoring provider? We're on the lookout for a high-octane, passionate individual to fill the role of Customer Success Manager. This position is fully remote.  About Us:At...


  • Redwood City, California, United States AutoGrid Systems Full time

    Customer Success ManagerOur suite of Energy Internet applications allows utilities, electricity retailers, renewable energy project developers and energy service providers to deliver clean, affordable and reliable energy in a distributed energy world.Established at Stanford University in 2011, we have assembled a team of world-class software architects,...


  • Redwood City, United States PubMatic Full time

    PubMatic (Nasdaq: PUBM) is an independent technology company maximizing customer value by delivering digital advertising’s supply chain of the future.PubMatic’s sell-side platform empowers the world’s leading digital content creators across the open internet to control access to their inventory and increase monetization by enabling marketers to drive...


  • Redwood City, United States PubMatic Full time

    PubMatic (Nasdaq: PUBM) is an independent technology company maximizing customer value by delivering digital advertising’s supply chain of the future.PubMatic’s sell-side platform empowers the world’s leading digital content creators across the open internet to control access to their inventory and increase monetization by enabling marketers to drive...


  • Kansas City, United States Focal Systems, Inc. Full time

    Requires regional travel Local candidates onlyWho We Are Focal Systems is the industry leader in retail AI solutions. We are a Silicon Valley based startup that has more than doubled in size every year since our founding. Our mission is to automate and optimize brick and mortar retail using deep learning computer vision. Focal has been deployed at scale...

  • Customer Success Lead

    2 weeks ago


    Salt Lake City, United States Calculated Hire Full time

    Brokerage Complaint Resolution SpecialistHybrid - Salt Lake City, UT6-month Contract (W2), Weekly Pay (40 hours/week)Pay Rate: $32.75/hr.Desired Start Date: 5/13/2024Calculated Hire is in search of a Customer Success Lead for our Fortune 100 Financial Services company. You will be responsible for the following components:Job Description:Participate in...

  • Customer Success Lead

    3 weeks ago


    Salt Lake City, United States Calculated Hire Full time

    Brokerage Complaint Resolution SpecialistHybrid - Salt Lake City, UT6-month Contract (W2), Weekly Pay (40 hours/week)Pay Rate: $32.75/hr.Desired Start Date: 5/13/2024Calculated Hire is in search of a Customer Success Lead for our Fortune 100 Financial Services company. You will be responsible for the following components:Job Description:Participate in...

  • Customer Success Lead

    3 weeks ago


    West Valley City, United States Calculated Hire Full time

    Brokerage Complaint Resolution Specialist Hybrid - Salt Lake City, UT 6-month Contract (W2), Weekly Pay (40 hours/week) Pay Rate: $32.75/hr. Desired Start Date: 5/13/2024 Calculated Hire is in search of a Customer Success Lead for our Fortune 100 Financial Services company. You will be responsible for the following components: Job Description: Participate...

  • Customer Success Lead

    3 weeks ago


    Salt Lake City, United States Calculated Hire Full time

    Brokerage Complaint Resolution SpecialistHybrid - Salt Lake City, UT6-month Contract (W2), Weekly Pay (40 hours/week)Pay Rate: $32.75/hr.Desired Start Date: 5/13/2024Calculated Hire is in search of a Customer Success Lead for our Fortune 100 Financial Services company. You will be responsible for the following components:Job Description:Participate in...


  • Redwood City, United States AirMart Aircraft Sales and Brokerage Full time

    Company Description Airmart is a social commerce platform located in Redwood City, CA. We provide a platform that allows merchants to easily create online shops and sell their products through various channels, including social groups, communities, pop-up shops, and social media. Our platform also offers tools for merchants to manage their products,...


  • Ellicott City, United States Preferred DentalLaurel Smiles Full time

    Job DescriptionJob DescriptionOur dental office in Ellicott City is seeking an office manager with extensive background in management and operations of a dental office to join our team and assist with execution of the office growth plan. The ideal candidate will have experience in and knowledge of:dental terminology and coding proceduresbasic dental office...


  • Kansas City, Missouri, United States Spring Venture Group Full time

    Job Description The Customer Success Agent (CSA) is responsible for making outbound and receiving inbound  calls to Medicare Supplement/Advantage clients. The primary focus of the position is to retain  our book of business. Hence, the role requires the ability to build rapport, educate our  clientele, answer questions clearly, and focus on issue...

  • Entry Level Manager

    4 weeks ago


    Ellicott City, United States Worldwide Promotions Firm Full time

    In the past year, we have remarkably imprinted our brand as a high-level competing acquisition and management firm in the Towson area. Our success and growth were in no doubt due to our exceptional Management Team. Dedicated to providing our clients with the greatest possible expansion opportunities, we continue to act as a liaison between them and their...


  • Ellicott City, United States SBF Search, LLC Full time

    **Job Title**: Commercial Distribution Account Manager **Compensation**: $75,000-$95,000 base plus excellent incentive plan. **Location**: Maryland **Experience Level**:A unique combination of education, experience, or demonstrated accomplishments is preferred. Bachelor of Science or Bachelor of Arts Degree in a technical or business-related field. Two+...


  • Ellicott City, United States SBF Search, LLC Full time

    **Job Title**: Air Distribution Account Manager **Compensation**: $70,000-$90,000 base plus excellent incentive plan. **Location**: DC/MD/NOVA **Experience Level**:A unique combination of education, experience, or demonstrated accomplishments is preferred. Bachelor of Science or Bachelor of Arts Degree in a technical or business-related field. 3-5 years...


  • Ellicott City, United States DreamCrafters Management Full time

    Job DescriptionJob DescriptionThe consumer comes first within the hospitality industry and that is no exception at Dreamcrafters Management. Our Customer Support Representatives help the local neighborhoods by offering products and services from our various clientele to increase their brand awareness and community outreach. As a Customer Support...