Customer Success Operations Manager

As a critical member of Gladly’s Customer Success (CS) organization, the Customer Operations Manager will work with Customer Success Leadership to identify and build processes and reporting for the CS team that drives the performance and satisfaction of Gladly customers. Specifically, this resource will work closely with the Customer Success Managers to analyze our customers’ usage of our solution, develop a variety of reports, and craft recommendations to improve our customers’ performance through the optimization of systems and operationalization of team behaviors – ensuring a consistent and ever-improving outcome for both Gladly customers and the department. This candidate will report to the Director of Revenue Operations, and will support all the post-sales Customer Success Teams. A successful candidate will be able to quickly gain an understanding of the Gladly systems, customer use cases, and overall technology platform. Additionally, the candidate should be a curious, data-driven individual, who loves project management, cross-team collaboration, and is passionate about the overall customer service experience.

What You’ll Do:

• Develop and consistently evolve a standardized customer journey, tailored to Gladly’s core customer segments, which includes the key milestones, process, activities, systems, and the rules of engagement that support it
• Create the methodology, analysis, and process to support ongoing Customer Success Manager book of business assignment and ongoing balancing, including the framework for post-sale customer account segmentation
• Partner with Product Marketing on the development and ongoing management of the Voice of the Customer program; go on to project manage the execution of the highest priority, no-Eng-required needs
• Create and maintain operational reports and dashboards to monitor key customer success metrics, including net dollar retention (NDR), churn, and expansion
• Create the process for forecasting customer retention and continually improve its accuracy
• Develop the process for identifying, reviewing, and addressing Gladly customer accounts that are most at-risk of churning
• Assist with the development of core CSM role expectations, as well as the accountability mechanisms (reporting, compensation) that support their continual focus and success
• Support Customer Success Managers with troubleshooting, individualized help, and 1:many process and systems training

About You/Required Skills:

• 3-5 years in a revenue operations role in a fast-paced software startup; bonus points for prior experience in training & enablement or a Customer Success organization
• Experience initiating organization-wide change leveraging Salesforce, business intelligence systems, training, and cross-functional influence
• Systems thinker with the ability to see around corners, develop scalable solutions, and iterate quickly
• Excellent written and verbal communication skills, seamlessly aligning Exec-level leadership, mid-level managers, and individual contributors
• Passion and ability to continuously improve upon current processes and tools in order to build better experiences for customers and for team members
• Highly collaborative; proven ability to form strong cross functional relationships
• Excellent organization, project management, and time management skills
• Highly articulate with a consultative approach to business problems
• Team player, who’s invested in the success of their colleagues
• Salesforce admin experience is a bonus