Senior Customer Success Operations Manager
Posted on 5/4/2023
Remote • United States
Experience Level
  • Demonstrated ability to develop insights & recommendations to drive 10x improvements for a saas business
  • Progressive experience with operations or related experience with a technical SaaS or subscription software service
  • Experience with customer success journey tool Gainsight or Totango
  • Experienced leading cross-functional initiatives in mid-sized or large organizations
  • Strong verbal and written skills with a strong ability to articulate and communicate strategies and plans
  • Analyze business performance (retention, upsell) to identify opportunities for 10x improvement in customer outcomes and revenue growth
  • Define and lead strategic and operational CS programs to successful completion including but not limited to:
  • Developing and operationalizing Customer segmentation strategy
  • Developing resource allocation and capacity plans
  • Revamping Customer journey development, lifecycle management processes and playbooks
  • Customer Health Scoring
  • Ensure there is visibility into the performance of the business through key leadership reports / insights and a leadership operating model
  • Partner with Customer Success leadership and Revenue leadership to drive strategy and operations for the next phase of growth
Desired Qualifications
  • 8+ years of experience supporting internal stakeholders in an analytical / operational role (CSM teams, Renewal teams, revenue teams). Prior experience as a customer success manager is a plus
  • Management experience with a team of at least 3 team members is a plus

501-1,000 employees

Predictive cybersecurity platform
Company Overview
SecurityScoreCard's mission is to make the world a safer place by transforming the way organizations understand, mitigate, and communicate cybersecurity risk to their boards, employees, and vendors.
  • Health benefits
  • Education stipend
  • Unlimited PTO
  • Parental leave
  • 401K
  • Stock options
  • Referral bonuses
  • Remote work available
Company Core Values
  • Solutions Focused
  • Customer Obsessed
  • One Scorecard
  • Resilient
  • Embody #SecurityDNA