ApplySenior Customer Success Operations Manager
Posted about 22 hours agoViewed
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💎 Seniority level: Senior, 3+ years
📍 Location: United States, Canada, United Kingdom, Portugal
🔍 Industry: UX Research
🏢 Company: Maze👥 101-250💰 $40,000,000 Series B over 2 years agoComputerProduct DesignUsability TestingProduct ResearchSaaSAnalyticsSoftware
🗣️ Languages: English
⏳ Experience: 3+ years
🪄 Skills: SQLData AnalysisSalesforceProduct OperationsTableauBusiness OperationsAnalytical SkillsCustomer serviceRESTful APIsAccount ManagementReportingCross-functional collaborationData entryData visualizationCRMData modelingData managementCustomer supportCustomer SuccessSaaS
Requirements:
- 3+ years of experience as a CS Ops Manager or Programs Manager and have previously designed and executed on an end-to-end CS Ops program
- Data fluency and are familiar with tools like Omni, Looker, Salesforce, and Excel or similar
- Acted as the Admin of a Customer Success tool like ChurnZero, Gainsight, or similar
- Familiar with CS strategies that will inform how you develop playbooks and other relevant assets for various customer segments
- Can collaborate well cross-functionally to support the CS team and complement business operations
Responsibilities:
- Work closely with the Manager, Customer Success Scale Programs to co-design the Customer Success journey and build automated customer touchpoints, including emails and webinars
- Own CS tooling administration, which includes creating dashboards, alerts and playbooks to create account health visibility and scale CSM efforts
- Create and maintain customer-facing documents related to onboarding, CBRs, renewals, and success planning to increase CSM efficiency and consistency
- Collaborate with the business operations team to track indicators of risk, renewal and upsell and analyze data to provide recommendations
- Maintain data hygiene in CS tooling and ensure data alignment across go-to-market toolset
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