Customer Success Operations Manager

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Requirements:

• 5+ years of experience in operations within an enterprise software services group or management consulting.
• Self-starter mentality with experience in fast-paced environments.
• Strong analytical ability, particularly in building reports and dashboards.
• Passion for problem-solving and process improvement.
• Proficient in Google Suite and Salesforce.
• Experience with customer-focused technologies such as Gainsight and Catalyst.
• Excellent verbal and written communication skills.
• Strong organization skills for managing multiple projects.

Responsibilities:

• Serve as a cross-functional liaison between finance, sales, and customer success to strategize and align on goals and metrics.
• Establish reporting and regularly monitor key metrics such as net dollar retention (NDR) and churn rates.
• Lead churn and upsell forecasting alongside leadership.
• Work with Customer Success Directors to improve renewal management processes.
• Implement new tools and processes that enhance team productivity.
• Administer Customer Success Management software and drive its adoption.