Business Process Manager

Job Description

We are looking for a Business Process Manager to join our newly formed Service Optimization team within Customer Success Strategy and Excellence. The ideal candidate will have a strong background in Customer Success Management in software firms and will be equipped to lead the optimization and continuous improvement of our human-led customer success methodologies, processes, workflows, and playbooks. They will bring hands-on field experience, an in-depth understanding of real-world challenges, and a proven ability to drive change in customer success engagement models. This role requires a professional with practical insights who can collaborate with cross-functional teams to implement effective process improvements that enhance customer experience, drive business outcomes realization for our customers, improve productivity, and align with our business goals. 

If you thrive in environments where vision meets execution and have the passion to create scalable solutions from day one, this is your opportunity to shape the future of our engagement models from inception to excellence. 

Key Responsibilities: 

Field-Based Process Optimization: 

• Leverage your field experience to analyze and optimize our existing business processes, workflows, and playbooks for an outcome-based engagement model, identifying inefficiencies and opportunities for improvement. 

• Lead process redesign and streamlining efforts based on hands-on knowledge of day-to-day operations, ensuring solutions are practical and deliver customer value. 

• Collaborate with Customer Success operational teams to implement real-world solutions that directly address current pain points in workflows and procedures. 

Standardization & Documentation: 

• Develop and standardize processes, ensuring alignment with best practices, industry standards, and CyberArk’s outcome-based engagement model. 

• Document, maintain, and communicate clear, accessible process guidelines and success management content pieces, ensuring teams understand and adhere to best practices. 

Continuous Improvement & Real-World Solutions: 

• Introduce continuous improvement strategies based on field-tested methods and solutions that you’ve seen work effectively in practice. 

• Identify bottlenecks, inefficiencies, and areas for improvement, using on-the-ground experience and communication with the Success Management teams to recommend realistic and achievable changes. 

• Document business requirements for systems and tools to improve efficiency for CS Operations and Business Application teams to execute. 

Collaboration with Field and Corporate Teams: 

• Work closely with field staff, team leaders, and cross-functional teams to ensure process improvements are understood, implemented, and adopted smoothly. 

• Serve as a liaison between the field and corporate functions, translating operational needs into scalable process solutions. 

Performance Tracking & Reporting: 

• Monitor KPIs (i.e., cycle time, process efficiency, and error rate) associated with Success Management processes and make enhancements to deliver results that align with CyberArk business objectives. 

• Provide reports and insights on process performance, focusing on improvements that have had a tangible impact on customer experience, productivity, and efficiency. 

Change Management in the Field: 

• Lead field-level change management efforts by ensuring process improvements are practical, widely adopted, and supported by team leaders. 

• Leverage subject matter expertise to drive process updates and improvements. 

• Inform stakeholders about process updates and improvements. 

• Collaborate with GTM Customer Success Enablement teams and CS functional leads to set enablement strategy and rollout plan for Service Optimization initiatives.   

• Provide on-the-job support to help teams adapt to new processes and technologies, minimizing disruption during transitions. 

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Qualifications

Education: 

• Bachelor’s degree in Business Administration, Operations Management, Industrial Engineering, or a related field. Equivalent field experience may also be considered. 

Experience: 

• Minimum of 5 years of field experience in Customer Success Management within software industry, with a deep understanding of real-world operations and business processes. 

• Proven track record of identifying, implementing, and managing process improvements. 

Skills: 

• Practical experience in workflow design, analyzing, and improving processes using diagramming or other methodologies. 

• Understanding best practices for Customer Success Management execution, including CSM workflows within tools like Gainsight. 

• Strong data analysis skills, with the ability to track performance metrics and make necessary adjustments. 

• Strong leadership and communication skills, with the ability to work effectively with field and corporate teams. 

• Ability to translate field-level operational challenges into scalable process improvements. 

• A proactive, hands-on, problem-solving approach with the ability to adapt quickly to changes in operational demands. 

• Past experience with Gainsight, Salesforce, Gong and/or Highspot preferred. 

Key Competencies: 

• Field-Based Problem Solving: Ability to assess operational workflows and implement solutions based on real-world experience. 

• Collaboration: Comfortable working with cross-functional teams, bridging the gap between field staff and corporate leadership. 

• Change Management: Experienced in leading process change in a field environment, ensuring smooth transitions and staff engagement. 

• Results-Oriented: Focused on achieving measurable improvements in process efficiency, directly impacting the performance of field operations. 

• Adaptability: Able to navigate the practical challenges of fieldwork and translate them into structured, repeatable business processes.