Customer Success Operations Manager
New
Based in United StatesFull-TimeManager
Salary$107,100 to $154,000 USD
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Job Details
- Experience
- 5+ years
- Required Skills
- Project ManagementData AnalysisSalesforceTableauMicrosoft ExcelSaaSDatabricks
Requirements
- 5+ years of experience in Customer Operations or similar roles supporting Customer Success teams within a SaaS environment.
- Strong expertise with Salesforce (CRM, Customer 360, Service Cloud, Communities) and Customer Success platforms such as Gainsight.
- Advanced analytical skills with proficiency in tools such as Excel, Google Sheets, Tableau, Sigma, or Databricks for data analysis and reporting.
- Experience with CS and collaboration tools such as Gong, Pendo, Asana, Smartsheet, or TaskRay.
- Proven ability to design and scale operational processes that support organizational growth and efficiency.
- Hands-on experience building AI-powered workflows or automations to improve productivity and reduce manual tasks.
- Strong program and project management skills with the ability to manage multiple priorities effectively.
- Excellent communication, stakeholder management, and cross-functional collaboration skills.
- Proactive, detail-oriented mindset with strong problem-solving abilities and a focus on continuous improvement.
Responsibilities
- Optimize, design, and standardize customer success processes and workflows to improve operational efficiency and enhance the overall customer experience across the lifecycle.
- Enable internal teams with the right systems, tools, and visibility to drive customer outcomes, ensuring consistent and scalable ways of working.
- Analyze customer success performance data, track KPIs, and deliver insights on trends, risks, and opportunities to improve business outcomes.
- Collaborate cross-functionally to identify, troubleshoot, and resolve operational challenges impacting Customer Success, Support, and related teams.
- Drive adoption of tools and best practices through training, documentation, and ongoing enablement to improve consistency and efficiency.
- Contribute to automation initiatives and AI-powered workflow development to streamline operations and reduce manual effort.
- Support the development and maintenance of customer health scoring models to enable proactive customer management.
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