Customer Success Operations Manager
DoiT International
full-time
Posted on:
Location Type: Remote
Location: Remote • New York • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Create process documentation and enablement materials regarding the DoiT customer journey framework, including: internal handoffs, onboarding workflows, adoption, health scoring, escalation, and churn mitigation
- With guidance from the Global Director of Customer Success:
- Design and implement milestone-based value realization frameworks for our customer tiers (e.g. time to first value)
- Build out and maintain leading indicator and early warning systems for churn mitigation
- Implement innovative scaled CS motions and best practices
- Partner with CS leadership and cross-functional teams on strategic initiatives, such as: product adoption, CS input to “voice of the customer,” churn analysis, health scoring, customer advocacy, and account team alignment
- Project manage internal adoption initiatives for new CS processes, workflows, and tooling across the customer success teams
- Own CS new hire onboarding and develop and deliver content to ramp our CSM, TAM, and Partner Success teams
- Through the use of dashboards, reports, and analytics, surface and contextualize customer insights and CS team performance that drive decisions and action
- Continuously optimize our customer success productivity platform (Planhat), including configuration, integrations, automations, and AI implementations to drive customer experience improvements and operational efficiencies
- Partner with cross-functional teams (e.g. account management, engineering, go-to-market, product) to design and implement further integrations with our customer success productivity platform and key systems and data sources
Requirements
- 5+ years experience in a Customer Success Manager role
- 3+ years experience with Customer Success Productivity platforms, with administration responsibilities
- Experience with scaled customer success motions at a SaaS company, ideally influencing and enabling customer success teams and managing change
- Self-organized, with the ability to prioritize and set clear goals and objectives
- Analytical, data-driven, and detail-oriented with the ability to “zoom” in/out from the big picture to the minutiae
- Ability to effectively operate with flexibility in a fast-paced, constantly evolving team environment.
- Excellent communication and presentation skills, both written and verbal
- A great sense of humor and enjoys having fun at work
- BA/BS degree or equivalent practical experience.
Benefits
- Unlimited Vacation
- Flexible Working Options
- Health Insurance
- Parental Leave
- Employee Stock Option Plan
- Home Office Allowance
- Professional Development Stipend
- Peer Recognition Program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer journey frameworkmilestone-based value realizationchurn mitigationcustomer success productivity platformsanalyticsdashboardsreportingconfigurationintegrationsautomations
Soft skills
self-organizedanalyticaldetail-orientedflexibilitycommunication skillspresentation skillsgoal settingteam collaborationchange managementsense of humor
Certifications
BA/BS degree