Senior Manager, Customer Success Operations
New
A
AlphaSenseMarket Intelligence
Remote - United StatesFull-TimeManager
Salary$177,000 — $195,000 USD
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Job Details
- Experience
- 8+ years of experience within a Revenue organization
- Required Skills
- Project ManagementSalesforceTableauCustomer Success
Requirements
- 8+ years of experience within a Revenue organization, specifically driving productivity for Customer Success.
- Proven experience in people management.
- Proficiency in administering or evaluating CS systems such as Salesforce, Gainsight, Clari, Gong, or Tableau.
- Strong project management skills, including the ability to move ambiguous programs to scalable execution.
- Proven ability to translate SaaS and CS metrics (NRR, GRR, usage-based KPIs) into strategic narratives for executive stakeholders.
- Excellent communication and relationship-building skills.
- Experience working cross-functionally with Product, Sales, Support, Finance, and BI teams.
- Exceptional organizational skills and attention to detail.
- Bonus: Experience with SQL or data warehouse tools such as Snowflake or BigQuery.
Responsibilities
- Define and improve the operating model and governance for strategic customer projects.
- Set the strategic framework for core CS metrics (NRR, GRR, usage KPIs) and connect them to business outcomes.
- Identify and manage CS tooling strategy across Salesforce, Gainsight, Clari, Gong, and Tableau.
- Serve as a senior escalation point for operational issues, workflows, and data discrepancies.
- Own the Quarterly Business Review (QBR) process from end to end.
- Manage and develop the Senior Analyst, Customer Success Operations.
- Collaborate with Product, Sales, Support, Finance, and BI to align on priorities and deliver initiatives.
- Ensure data integrity and governance for reporting and metrics across the organization.
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