Customer Operations Manager

Summary

Join Narvar's growing team as a Customer Operations Manager! You will be responsible for developing and optimizing processes, tools, and metrics to enhance the customer journey and improve team productivity. This role involves designing customer-centric processes, establishing SLAs and workflows, managing tool implementation, and ensuring data accuracy. You will collaborate with various teams, including Customer Success, Support, and Professional Services, to achieve operational excellence. The position requires experience in customer or GTM operations within a SaaS company, proficiency in CRM and customer success platforms, and strong data analysis skills. Narvar offers a dynamic and collaborative work environment.

Requirements

• 4+ years of work experience in Customer or GTM Operations within a SaaS company
• Proficient in CRM systems (e.g., Salesforce) and customer success platforms (e.g., Gainsight, ChurnZero)
• Knowledge of customer lifecycle management and success metrics (e.g., NPS, churn rate, NRR)
• Ability to translate data into a clear story with key insights; presents data in a clear and concise manner, both written and orally
• Proficient with creation of crisp, clear presentations (Google slides, PowerPoint)
• Data-driven, detail-oriented individual with demonstrated ability to work through complex problems using data
• Proficient in data analytics and reporting tools (e.g., Excel, Google Sheets, Looker)
• Self-motivated, curious, and rapid learner who is comfortable working in ambiguity
• Passion for process improvement, automation, and operational rigor
• Thrives in a fast-paced and dynamic environment
• Highly organized and collaborative; able to work with cross-functional stakeholders and multiple deliverables at any given time
• Experience with SAAS metrics, B2B experience required

Responsibilities

• Design and execute customer-centric processes and strategies that improve customer experience across their lifecycle, including onboarding, support and renewals
• Establish and refine SLAs, workflows, and automation to ensure efficiency of customer-facing teams
• Manage implementation and optimization of tools and technology stack used by the Customer organization, especially customer success platforms (e.g., ChurnZero)
• Ensure proper integration of tools with other systems, such as sales and marketing platforms (e.g., Gong), to provide a unified view of customer health and broader customer journey
• Partner with the Customer Success team to incorporate playbooks (including integration with CS platform) for customer outreach and engagement based on health scores and other key metrics
• Maintain standard reporting across Customer teams and metrics, including forecasts and progress to plans on key performance metrics such as churn and overall satisfaction (e.g., NPS)
• Partner with the Analytics team to maintain and evolve efforts to keep accurate and up-to-date customer data, in order to ensure reliable reporting and appropriate insights
• Use data to identify trends, gaps, and opportunities in post-sales teams and processes
• Partner with Sales, Product, and Marketing to ensure smooth handoffs and feedback loops
• Providing operational insights to executive leadership that inform strategic decisions and drive customer outcomes

Preferred Qualifications

Previous startup experience

Benefits

#LI-Remote