Drive the operational efficiency and effectiveness of Customer Success organization
Develop, implement, and optimize processes, tools, and metrics to enhance customer satisfaction, retention, and growth
Act as a strategic partner to Customer Success leadership
Develop and refine the CS operating cadence and own the CS forecasting motion
Identify and implement process improvements to enhance team efficiency and customer satisfaction, retention, and growth
Create and maintain documentation across CSOps
Lead strategic initiatives and programs using project management methodologies

Requirements

Bachelor's degree in Business, Operations Management, or a related field
3+ years experience in CS Operations or a similar role in a B2B SaaS company
Proven track record of managing sales or CS operating cadence
Strong proficiency in managing customer forecasts, ideally within a forecasting solution (Clari, Gong, Salesforce)
Demonstrated ability to drive strategic initiatives and programs
Experience in data analysis and reporting, with proficiency in CRM systems (e.g. Salesforce) and data visualization tools (e.g. Tableau)

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

process optimizationdata analysiscustomer forecastingproject management methodologiesmetrics developmentdocumentation maintenance

Soft Skills

strategic partnershipleadershiporganizational skillscommunication skills