Senior Manager, Revenue Operations

Summary

Join Red Canary's GTM Operations and BI team as the Senior Manager, Revenue Operations. You will lead strategic initiatives to improve customer experience metrics, refine customer lifecycle processes, and drive accurate forecasting. Responsibilities include developing and refining CSM processes, delivering GTM initiatives, and providing project leadership. You will also work with cross-functional teams, partner with Product, and influence a company-wide culture of Customer Success. This role requires operations leadership experience in a complex SaaS environment, experience with agile frameworks, and proficiency with Salesforce and related tools. The targeted base salary is $129,200 - $168,000 per year, with eligibility for bonuses and stock options.

Requirements

• Past experience in operations leadership for a complex SaaS renewal and expansion customer success team required
• Experience with an agile/scrum work and iteration framework
• Minimum of three years experience working in customer success operations
• Experience working as or with Customer Success Manager for a SaaS technology company, with subscription-based product models
• Experience forecasting renewals and expansions, including tooling and operations workflows, especially with Salesforce CPQ
• A proven track record for creating and evolving new and existing processes to drive standards and practices to increase efficiencies within a fast-paced organization

Responsibilities

• Lead strategic and operational initiatives that drive improvement across the Customer Experience team’s north star metrics - Gross Retention, Net Retention, CSAT, and NPS
• Lead and refine Red Canary’s customer lifecycle process at scale, supporting the Customer Success team with insights and workflows to maximize customer retention and enable customer expansion
• Drive accurate renewal, risk, and expansion forecasting across the organization, help data consumers understand and action on their data
• Develop new and refine existing CSM processes based on alignment with Customer Success leadership objectives and CSM feedback around top needs, for example: Risk Operations: Health Scoring, risk identification and risk mitigation processes. Expansion Operations: Processing overages, identifying upsell opportunities. Core CS Processes: Customer onboarding, account sync facilitation, and renewal management
• Develop and deliver GTM initiatives to improve the effectiveness and efficiency of onboarding, adoption, renewal sales and expansion capabilities for Red Canary Customers including: Customer journey development and listening points. Lifecycle management processes and playbooks. Customer Health Scoring. GTM, time to value, adoption & retention campaigns, including collaboration with Sales, Marketing, Product, and Operations teams
• Work with enablement or as an individual to train Customer Success Managers on process, tool and playbook updates
• Provide project leadership and management when appropriate, specific to tool implementations, major project deployments and operational changes
• Identify, design and build at-Scale programs to support digital-led, human assisted engagement strategies to increase overall engagement with customers
• Lead with creative problem solving, understanding the inputs required to define the strategy while considering the holistic organizational operating system
• Serve as an advisor and sounding board to Customer Success and GTM leadership
• Influence company-wide culture of Customer Success as a Revenue Growth Engine
• Drive alignment of cross-functional teams to help solve Red Canary's most strategic recurring revenue at scale initiatives
• Partner with Product, bringing “voice of customer” to Product teams

Preferred Qualifications

• Experience working with Salesforce & Salesforce CPQ, ChurnZero and/or Gainsight, Tableau / Domo / Alteryx data visualization platforms preferred
• Experience working with Slack (specifically integrations)

Benefits

• The targeted base salary for this role is $129,200 - $168,000 per year
• This role is also eligible for participation in the company's bonus program
• Eligible for a grant of stock options, subject to the approval of the company's board of directors