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.

Qualifications:

• Bachelor’s degree in Business Administration, Management, or a related field.
• Experience: 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.

Hiring Process:

• 30 minutes with the Talent Acquisition Manager
• Take-home Business Case
• 45 minutes with the Global Director of Revenue Operations
• 30 minutes with a member of the C-suite