About the Role:
We are seeking a forward-thinking and results-driven Customer Success Operations Manager to build and lead the Customer Success Operations function. You will develop and execute a roadmap that defines operational strategies for Customer Success, own the Customer Success Platform, and build customer health scoring. Your mission will be to create a seamless customer journey, enhance product adoption, and drive customer satisfaction and retention. This role offers a unique opportunity to build foundational processes and develop critical metrics to ensure operational excellence in delivering world-class customer experiences.
Key Responsibilities:
- Build the Customer Success Operations Roadmap:
- Design and implement a comprehensive Customer Operations roadmap, outlining priorities, processes, and success metrics
- Collaborate with Customer Success and operational leadership to align the roadmap with business objectives and customer needs
- Set short-term and long-term goals for operational efficiency, customer engagement, and overall satisfaction
- Own the Customer Success Platform Roll-Out:
- Lead the configuration and rollout of the Customer Success Platform, ensuring it integrates seamlessly with existing tools and workflows
- Ensure the platform supports broader Customer Success and operational goals, such as retention, growth, scalability and improved reporting
- Work closely with cross-functional teams to ensure successful adoption and training on the platform across the organization
- Develop and Implement Customer Health Scoring:
- Create a customer health scoring system that captures key indicators of customer engagement, satisfaction, and risk
- Work closely with Customer Success and Product teams to continuously refine health scores and drive proactive strategies for retention and growth
- Use health scores to guide internal decision-making and prioritize customer outreach efforts via playbooks
- Continuous Improvement and Cross-functional Collaboration:
- Build strong relationships with Customer Success, Account Management and Product teams to align Customer Operations efforts with broader company goals
- Identify operational bottlenecks and continuously improve processes to enhance the customer journey and overall satisfaction
Qualifications:
- 7-10 years of experience in SaaS or a comparable environment
- Proven experience in building Customer Operations or Customer Success teams
- Experience with Customer Success platforms (e.g., Gainsight, ChurnZero, Planhat)
- Experience developing customer health scoring system
- Familiarity with reporting and data visualization tools (e.g., Tableau, Looker)
- Excellent cross-functional collaboration skills
- Strong analytical skills, with a focus on data-driven decision-making
- Entrepreneurial mindset, with a high level of energy, dedication, and an unrelenting drive to succeed and win
- Excellent communication and interpersonal skills
- Bachelor’s degree in business, operations, or a related field. Master’s degree is a plus
Excited? Join us and transform the future of commerce experiences.
The base salary range for this position is $100,000-$150,000. The pay range actually offered will take into account a variety of potential factors considered in compensation, including but not limited to skills, qualifications, geographic location, accomplishments, experience, credentials, internal equity and business needs, and may vary from the range listed above.
Regional benefits:
- Health care including medical, dental, and vision insurance
- 401k plan with employer contribution
