Customer Success Operations Manager
Ataccama
full-time
Posted on:
Location: Massachusetts • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
CloudTableau
About the role
- Directly support executive leadership across GTM teams as the subject matter expert on Customer Success, retention, and customer growth
- Collaborate with Revenue Operations, Customer Success, Professional Services, and Finance to establish segmentation, capacity and coverage models, GTM playbooks, and compensation strategies
- Guide business review processes and cadence for Customer Success
- Assist CS leadership in retention and expansion efforts through process enhancement and engagement model development
- Scrutinize renewal data to uncover trends, risks, and areas for improvement
- Create and maintain dashboards and reports to monitor renewals, performance metrics, and gain business insights
- Improve renewals, retention, and expansion forecasting for stakeholders across Customer Success, Professional Services, Finance, and Revenue Operations
- Identify opportunities to automate and streamline renewal processes, incorporating industry best practices
- Devise strategies to minimize renewal risks and optimize customer retention
- Shape strategy and optimize Customer Success operations through data analysis and cross-functional collaboration
Requirements
- 5+ years of experience in Revenue Operations, Sales Operations, Customer Success, or a related role in a SaaS or technology environment
- Strong communication and collaboration skills
- Experience with pipeline forecasting in Customer Success or Sales, especially in a recurring revenue business
- Excellent problem-solving, strategic thinking, and analytical skills, with strong business acumen
- Proven ability to build relationships, communicate, influence, and collaborate across teams at all levels
- Thrives in fast-paced environments with fluid priorities
- Experience with Customer Success tools (e.g., Gainsight, Salesforce) and dashboarding tools (e.g., Tableau, Looker)
- Familiarity with contract management and SaaS legal terms is a plus