Customer Success Operations Manager

About This Role

Key ResponsibilitiesAI-extracted

• 1
  Partner deeply with Global Operations to define and maintain strict consistency across processes, preventing regional drift or siloed operations while ensuring global standards support AMER growth.
• 2
  Establish and govern the Operating Rhythm: Maintain and govern the 'operating rhythm' of the CX organization, ensuring critical cadences run effectively with 100% execution and high data quality.
• 3
  Drive Management System Optimization: Act as the operational owner of the AMER Customer Success Management System, working closely with the Global CX Operations team to translate strategy into predictable regional execution.
• 4
  Enable Cross-Functional Handoffs: Actively drive Customer Success execution by working with operations peers to improve critical intersections, optimize handoffs and alignment between Sales, Renewals, Support, Professional Services, and Customer Success.
• 5
  Maintain Customer Lifecycle Visibility: Keep an uncompromised view of the broader customer lifecycle through every major phase, from Purchase & Plan to Advocate.
• 6
  Mitigate Risk via 'Path to Green': Oversee the execution and accountability of regional 'Get Well Plans', tracking Churn Dollars Saved against regional worst-case boundaries to proactively transition at-risk segments back to health.

RequirementsAI-extracted

• 7+ years of experience and demonstrated success in GTM operations, customer success operations, or revenue operations, preferably within a SaaS and Enterprise business model.
• Proficiency in Salesforce (will consider other CRMs, but Salesforce experience is highly preferred); additional experience with CS platforms such as Gainsight is a plus.
• Exceptional analytical and quantitative skills with the ability to work with complex data sets, leverage data visualization and reporting tools, and drive sound decision-making.
• Deep understanding of the end-to-end customer journey, the enterprise software lifecycle, and business outcome attainment.
• Strong proficiency in leveraging AI tools and applications to drive operational efficiency, process automation, and data analysis.
• Outstanding collaboration and communication skills (both written and verbal), with a proven ability to partner with cross-functional teams, bridge gaps, and gain buy-in.

Perks & BenefitsAI-extracted