Manager, Customer Success Operations
New
A
AlphaSenseB2B SaaS
Remote - United StatesFull-TimeManager
Salary$140,000 — $154,000 USD
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Job Details
- Experience
- 5 to 8 years
- Required Skills
- Project ManagementSalesforceTableauCustomer Success
Requirements
- 5 to 8 years of experience within a Revenue organization in a productivity-driving role.
- Prior people management experience required.
- Strong understanding of core SaaS and Customer Success metrics (NRR, GRR, renewal rate).
- Proven experience optimizing and rolling out new technology, workflows, and processes.
- Ability to think strategically, act tactically, and communicate effectively.
- Strong project management skills with high attention to detail.
- Experience working cross-functionally with diverse stakeholders.
- Experience with B2B sales processes and tools.
- Proficiency with Salesforce, Gainsight, Clari, Gong, and Tableau.
- Bonus: Experience with SQL, Snowflake, or BigQuery.
Responsibilities
- Apply deep working knowledge of customer success and account management to guide CS operations.
- Support the operating model and governance for strategic customer projects.
- Own definitions, methodology, and standards for core metrics including NRR, GRR, renewal rate, and engagement KPIs.
- Manage and support Customer Success tool strategy across Salesforce, Gainsight, Clari, Gong, and Tableau.
- Act as an escalation point for operational issues, data discrepancies, and tooling problems.
- Develop relationships with the CS team to identify gaps and implement best practices.
- Build playbooks, templates, and standards to support customer program scaling.
- Partner with senior leadership on KPI tracking, dashboards, and impact reporting.
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