Customer Success Operations Manager

4 weeks ago

Ellicott City, United States CareerBuilder 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 youll 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 Youll 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.

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