Senior Customer Success Operations Manager

Summary

Join Vercel as a Senior Customer Success Operations Manager and drive retention and expansion efforts with GTM leaders. You will manage projects and programs to deploy efficient processes and automation, enhance visibility of customer KPIs, and implement operational cadences. Collaborate with leadership and partners to build operational processes and customer playbooks. Improve existing systems to drive GTM efficiency and create end-to-end project plans. The ideal candidate possesses 5+ years of experience in Customer Success Operations or Sales Operations, along with strong analytical and Salesforce skills. Vercel offers a competitive compensation package, inclusive healthcare, flexible time off, remote work options, and professional development opportunities.

Requirements

• 5+ years of experience in Customer Success Operations, Sales Operations
• 2+ years experience working with VP+ level stakeholders
• Analytics Experience: Execute analyses with no supervision in Excel including capacity planning, NRR forecasting, cohort analysis, if / then logic
• Salesforce Experience (or CRM): Experience building reports and dashboards, understands standard object orientation, is knowledgeable about workflows / process builder
• GTM SaaS Application Experience: Familiar with common SaaS GTM applications and is able to learn new tools (Outreach, BoostUp, Gainsight, etc.)
• Project / Program Management: Manage complex end-to-end project cycles including but not limited to requirements gathering, implementation, enablement, post-mortem and optimization
• Prioritization: Ability to prioritize initiatives and deliverables in a fast-paced setting while minimizing distractions
• Track record of results in fast-moving environments and ability to excel under ambiguity

Responsibilities

• Collaborate directly with the Customer Success leadership and Revenue Operations partners to build efficient operational process and define customer playbooks
• Improve existing operational processes and systems to drive GTM efficiency; automate where possible and design systems that delight GTM stakeholders
• Create and own end-to-end project plans: Prioritize key initiatives, scope and execute work-stream proposals
• Manage Operational Cadences, such as Renewal Forecasting, Business Reviews, CS Company Goals and KPIs
• Support key initiatives, such as Digital and Pooled (At-Scale) strategy & programming
• Solve internal support requests: triage and/or resolve GTM requests from the field
• Create and maintain enablement assets on playbooks and training materials with field enablement

Preferred Qualifications

• Salesforce Certified Administrator
• SQL and Business Intelligence Experience
• Project / Program Management Certification

Benefits

• Great compensation package and stock options
• Inclusive Healthcare Package
• Learn and Grow - we provide mentorship and send you to events that help you build your network and skills
• Flexible Time Off - Flexible vacation policy with a recommended 4-weeks per year, and paid holidays
• Remote Friendly - Work with teammates from different time zones across the globe
• We will provide you the gear you need to do your role, and a WFH budget for you to outfit your space as needed