Customer Success Operations Program Manager

Summary

Join Moveworks as a Customer Success Operations Program Manager and drive operational excellence within our Customer Success organization. You will design, implement, and manage programs enhancing efficiency and effectiveness of customer success initiatives. This role focuses on scaling processes, improving metrics, and enabling teams to deliver exceptional customer experiences. Success requires innovation, strong cross-functional partnerships, and impactful results. Data-driven decision-making and thriving in fast-paced environments are crucial. The position offers a hybrid work model with a competitive compensation package.

Requirements

• 3+ years of experience in customer success operations, program management, or a related field
• Proven track record of designing and managing customer success programs that drive measurable results
• Advanced proficiency with spreadsheet programs like Google Sheets and Microsoft Excel, specifically using them to surface persuasive, data-driven insights for organizational leaders
• Experience with Business Intelligence tools like Tableau and Mode
• Experience enabling internal teams on process, tools, and playbooks
• Strong analytical skills with experience in data analysis, reporting, and KPI tracking
• Proficiency with Customer Success tools and familiarity with CRM systems (e.g., Salesforce)
• Excellent project management skills with the ability to manage multiple initiatives simultaneously
• Strong communication and collaboration skills—able to work effectively with cross-functional teams
• Passion for customer success and operational excellence, with a proactive and solution-oriented mindset

Responsibilities

• Design and implement scaled customer success programs that drive operational efficiency, enhance customer engagement, and improve retention, with an emphasis on initiatives which help our mid-market team scale more efficiently
• Lead initiatives to standardize and scale customer success processes, ensuring consistency and quality execution across teams and customer segments
• Develop and manage segment-specific customer strategies and playbooks to tailor success plans and interventions
• Collaborate with cross-functional teams, including Product, Marketing, and Sales Operations, to align customer success initiatives with broader company goals
• Operationalize and track key performance indicators (KPIs) for customer success including Net Promoter Score (NPS), product, and account health, identifying trends and areas for improvement
• Create and maintain dashboards and reports that provide insights into customer health, product adoption, and customer feedback
• Use customer and product data to provide insights back to the business on ways we can improve our customer engagement model and operations
• Conduct root cause analyses to identify root causes for account churn and implement solutions
• Drive continuous process improvements to enhance the efficiency and effectiveness of the Customer Success team, with an eye towards revisiting existing systems and processes to optimize them further
• Develop and maintain playbooks, templates, and tools to support the team in delivering consistent and high-quality customer experiences
• Provide comprehensive enablement to Customer Success teams on playbooks, templates, and tools to accelerate their impact
• Assist with the creation of Customer Education content to align with operational goals
• Build workflows and automations leveraging our Customer Success tools and technologies (e.g., Salesforce, Outreach, Rattle)
• Partner with data scientists and product managers to augment automated success plans for customers with actionable insights
• Ensure data integrity and system optimization for accurate reporting, automations, and efficient workflows
• Collaborate with IT and other departments to integrate technology solutions that support customer success initiatives

Preferred Qualifications

• Experience in process improvement methodologies (e.g., Lean, Six Sigma)
• Experience in SaaS, AI, or enterprise technology environments

Benefits

• Market competitive salary
• Equity for all full time roles
• Exceptional benefits
• Commissions or bonus plans