Customer Success Operations Manager

Summary

Join BigID, a leading data security and privacy tech startup, as a Customer Success Ops Manager. This pivotal role within the Global Business Operations team focuses on driving operational excellence and enabling the Customer Success organization to meet its goals. You will manage customer churn and upsell forecasting, report on key performance indicators, administer CSM team tools, and improve processes to boost customer net dollar retention. The ideal candidate possesses extensive experience in customer success operations, managing CSM software, and working with enterprise software customer success organizations. This is a remote-first position offering competitive compensation and a comprehensive benefits package.

Requirements

• 5+ years of experience in operations with enterprise software services group or management consulting
• ���Self-starter” mentality with experience in fast-paced environments
• Strong analytical ability with experience building reports and dashboards
• Passion for problem-solving and process improvement
• Proficiency Google Suite and Salesforce
• Experience with various customer-focused technologies (e.g., Staircase, Catalyst, Gainsight, Planhat, etc.)
• Attention to details
• Excellent verbal and written communication skills
• Strong organization skills with the ability to manage multiple ongoing projects for various stakeholders
• English fluency (written and spoken)

Responsibilities

• Serve as cross-functional liaison between finance, sales, and customer success to strategize and align on goals and metrics
• Establish reporting and regularly monitor key metrics such as net dollar retention (NDR), downsell & churn ARR, upsell ARR, renewal rates, customer health, and more
• Lead churn and upsell forecasting along with leadership
• Work with Customer Success Directors to improve processes around renewal management, upsell sales process, risk tracking, account escalation, and more
• Implement new processes, programs, and/or tools that can boost team productivity
• Administer and drive adoption for Customer Success Management software
• Lead calls that establish a regular cadence for the team to be reviewing and actioning key items

Preferred Qualifications

• Prior experience in customer success operations and managing CSM softwares
• Prior experience with enterprise software customer success organizations

Benefits

• Work from home with a global remote-first community
• Global Culture Corner
• Flexible PTO and Quarterly Volunteer Days
• Equity Participation
• 100% employer-covered medical, dental, and vision options available to you
• Additional insurance benefits like pet insurance and legal assistance
• Learning & Development Opportunities
• Fidelity Employer Sponsored 401K
• Robust DEI Program with several vibrant ERG communities
• Paid Parental Leave
• Variable/Bonus Compensation & Equity Incentives align with individual and company performance