Full-Time

Customer Success Operations Manager

Posted on 5/27/2024

Botify

Botify

201-500 employees

Enterprise SEO platform for large websites

Data & Analytics

Mid, Senior

London, UK

Required Skills
Communications
Management
Data Analysis
Requirements
  • Bachelor’s degree in Business Administration, Management, or a related field.
  • At least 2 years of experience in customer success operations or a general operations role within a SaaS organization.
  • Proven experience in using CRM and customer success tools (e.g., Catalyst, Gainsight, Totango) would be a plus
  • Strong analytical and data-driven mindset, with experience in data analysis and reporting.
  • Excellent communication and interpersonal skills to interact effectively with all levels of the organization.
  • Knowledge of customer success processes and best practices in the SaaS industry.
  • Ability to manage multiple priorities and tasks in a dynamic environment.
  • Strong problem-solving skills and the ability to work under pressure.
  • Proactive, self-directed, and keen on developing new approaches to achieving project goals.
  • Team player with a strong focus on collaboration.
Responsibilities
  • Operational Efficiency: Develop and refine processes and systems to improve the efficiency of the customer success and service teams.
  • Data Management and Analytics: Implement and manage tools and processes to track key customer success metrics. Analyze data to identify trends and insights that drive operational improvements and strategic decisions.
  • Resource Allocation: Ensure optimal deployment of resources for customer success activities based on customer needs and business priorities.
  • Customer Lifecycle Management: Collaborate with Account Managers and Services Success Managers to optimize the customer journey and lifecycle processes, from onboarding through renewal and expansion.
  • Training and Enablement: Develop and deliver training materials and tools in collaboration with the enablement director to improve the proficiency of the customer success and service teams in using internal systems and following best practices.
  • Collaboration and Support: Serve as a key liaison between customer success, service teams, and other departments to ensure a cohesive approach to customer challenges and opportunities.
  • Performance Reporting: Regularly report on the health and progress of customer accounts, including risk assessments, satisfaction levels, and renewal probabilities.
  • Project Management: Lead and contribute to cross-functional projects that enhance customer success outcomes and operational scalability.

Botify, an enterprise SEO platform, stands out as a leading choice for individuals seeking a workplace that emphasizes data-driven decision making and technological advancement. The platform serves over 500 enterprise clients by providing unified, actionable data and autonomous execution capabilities, which not only foster a culture of innovation but also ensure substantial industry influence. Here, employees can thrive in a dynamic environment that is committed to driving sustainable growth and unlocking new opportunities in organic search optimization.

Company Stage

Series C

Total Funding

$82.5M

Headquarters

New York, New York

Founded

2012

Growth & Insights
Headcount

6 month growth

0%

1 year growth

-7%

2 year growth

2%