Customer Success Operations Manager

Summary

Join our team as a Customer Success Operations Manager and play a pivotal role in optimizing our Customer Success team's efficiency and effectiveness. You will align customer success strategies with business objectives, manage tools and technologies, streamline processes, and provide data-driven insights. This role involves overseeing three direct reports and focusing on strategic initiatives to support company growth. You will be responsible for resource allocation, performance management, process optimization, data analysis, and reporting. The position offers a remote work option with the possibility of a hybrid schedule and a comprehensive benefits package.

Requirements

Passion and experience in CS Ops

Responsibilities

• Align CS Operations with Business Goals: Ensure that the customer success strategies support all CS organizational goals. Since there is an operations leader for Support and Mid-Market/Enterprise, this role will prioritize support for the SMB team and help to level up the Mid-Market/Enterprise and Support individual contributors
• Identify Growth Opportunities: Use customer feedback to identify areas for improvement and create processes that enhance customer service, rather than focusing on market trend analysis
• Allocate resources effectively to support both growth and retention goals
• Provide leadership, mentorship, and guidance to the three direct reports
• Set performance goals, conduct regular reviews, and provide feedback
• Identify training needs and opportunities for professional development within the team
• Evaluate and improve existing processes to enhance efficiency and customer satisfaction
• Develop and implement SOPs for consistent service delivery across all customer segments
• Work closely with key stakeholders in SMB, mid-market/enterprise, and support to ensure cohesive operations
• Define key performance indicators for customer success and support teams
• Utilize data from Gainsight, Salesforce, and Intercom to make informed decisions
• Prepare and present detailed reports on customer health, churn rates, and other critical metrics to senior management
• Drive the strategic use of Gainsight. Define how Gainsight should be leveraged to enhance customer success initiatives, improve customer health scoring, and increase retention
• Ensure effective integration and strategic alignment of Intercom, Salesforce, and other tools to maximize efficiency
• Identify and recommend technology enhancements to support CS goals, working closely with the Gainsight admin for implementation where necessary
• Manage relationships with technology vendors and service providers
• Establish mechanisms to collect and act on customer feedback
• Develop strategies for personalized customer interactions based on segment-specific needs
• Implement initiatives to improve customer retention, especially within the SMB segment
• Oversee the team to make sure they are focused on getting the right things done at the right time, with a high level of speed and accuracy
• Take ownership of CS Ops projects and tasks, ensuring they are consistently completed on time and meet quality standards
• Maintain clear, ongoing communication with key stakeholders to keep them informed on progress, priorities, and any roadblocks, ensuring alignment and transparency
• Lead critical projects that require a high level of expertise and coordination
• Engage directly in troubleshooting complex issues that arise within the team
• Stay updated with industry best practices and implement them within the organization
• Have a holistic view of the entire customer success operation
• Focus on strategic initiatives that align with company goals, such as expanding the mid-market and enterprise segments
• Work on integrating processes across different teams to ensure consistency and efficiency
• Synthesize data across all areas to provide actionable insights
• Provide leadership beyond task management, focusing on developing team capabilities and career growth
• Stay up to date on the latest trends in digital CS management. Present ideas and technologies that augment human potential and reduce the need for manual tasks & labor, which will in-turn free up customer facing resources to do the things only a human can

Benefits

• Flexible Time Off + 11 paid holidays
• Competitive Medical, Dental & vision offerings, including free medical premiums for employees, with buy up plan options, AND we match your HSA contributions
• Company sponsored Life, Disability & AD&D
• Mental Health support programs, Cellphone & Gym membership Discounts
• 100% Paid Parental Leave
• 401K Retirement savings plan with company match up to 5.5% + unlimited access to financial advisors
• Tuition Reimbursement program
• This is a remote opportunity, with the option to work hybrid in our Pleasant Grove, UT office, if local