appNovi, Inc (A Fenix24 Company)

Customer Success Operations Manager

appNovi, Inc (A Fenix24 Company)

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

SQL

About the role

  • Design, implement and manage customer success workflows to drive efficiency and consistency in service delivery
  • Collaborate cross functionally to develop playbooks and standard operating procedures (SOPs) for onboarding, renewals, escalations and risk mitigation
  • Develop and maintain customer health scores and retention dashboards using tools like SurveyMonkey and Salesforce
  • Provide data driven insights to Customer Success Managers (CSMs) to proactively address churn risks and identify expansion opportunities
  • Create, track and report on all Managed Protection services to ensure clients are receiving maximum value
  • Own and optimize CS technology stack to enhance customer interactions and reporting
  • Work with Business Intelligence teams to integrate data sources and improve automation of key processes
  • Partner with our battalions to ensure a seamless customer experience from onboarding to renewal
  • Develop and deliver training and best practices for CSMs on tools, workflows and customer engagement strategies
  • Support leadership with quarterly business reviews
  • Additional responsibilities as assigned.

Requirements

  • 3-5+ years of experience in Customer Success Operations, Sales Operations or related roles with a Managed Services or SaaS environment
  • Strong understanding of Customer Success frameworks, retention strategies and service delivery models in a Managed Services context
  • Data driven mindset with experience in Salesforce, PowerBI, SQL, Excel and other analytics tools
  • Strong project management skills and ability to drive cross-functional initiatives
  • Excellent analytical, organization, and problem-solving skills
  • Demonstrated strong written and oral communication skills, including strong relationship building skills and leadership capabilities
  • Ability to form relationships across all levels of the company while modeling Conversant’s Culture and Values
  • Ability to apply general rules to specific problems to produce conclusions and responses
  • Strong analytical and problem-solving skills with high attention to detail
  • Ability to communicate effectively, both verbal and written.
Benefits
  • Internal and external learning & development opportunities, including career advancement
  • Competitive compensation & benefits including: Private health insurance
  • Mental health and wellness programs
  • Company-matched pension scheme
  • Life insurance and income protection insurance
  • Monthly fitness/gym membership allowance

Applicant Tracking System Keywords

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

Hard skills
Customer Success OperationsSales OperationsManaged ServicesSaaSCustomer Success frameworksretention strategiesservice delivery modelsSQLPowerBIExcel
Soft skills
project managementanalytical skillsorganization skillsproblem-solving skillswritten communicationoral communicationrelationship buildingleadership capabilitiesattention to detailcross-functional collaboration